Method for routing transactions between internal and external partners in a communication center

ABSTRACT

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client&#39;s wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present application is a continuation of copending patentapplication Ser. No. 11/370,444 filed on Mar. 7, 2006 which is acontinuation of Ser. No. 11/069,382 filed on Feb. 28, 2005 and issued asU.S. Pat. No. 7,120,700 on Oct. 10, 2006, which is a continuation ofSer. No. 10/394,558, filed on Mar. 20, 2003 and issued as U.S. Pat. No.6,910,072 on Jun. 21, 2005, which is a continuation application ofpatent application Ser. No. 10/001,523, which was filed on Oct. 24, 2001and issued as U.S. Pat. No. 6,539,419 on Mar. 25, 2003, which is acontinuation of patent application Ser. No. 09/253,554 filed on Feb. 19,1999 and issued as U.S. Pat. No. 6,332,154 on Dec. 18, 2001, which is acontinuation-in-part of application Ser. No. 09/253,277, filed on Feb.19, 1999 and issued as U.S. Pat. No. 6,381,640 on Apr. 30, 2002,application Ser. No. 09/190,960, filed on Nov. 12, 1998 and issued asU.S. Pat. No. 6,170,011 on Jan. 2, 2001, application Ser. No.09/183,390, filed on Oct. 29, 1998 and issued as U.S. Pat. No. 6,167,395on Dec. 26, 2000, application Ser. No. 09/182,937, filed on Oct. 29,1998 and issued as U.S. Pat. No. 6,138,139 on Oct. 24, 2000, applicationSer. No. 09/183,395, filed on Oct. 29, 1998 and issued as U.S. Pat. No.6,370,508 on Apr. 9, 2002, application Ser. No. 09/183,551, filed onOct. 29, 1998 and issued as U.S. Pat. No. 6,874,119 on Mar. 29, 2005,application Ser. No. 09/182,745, filed on Oct. 28, 1998 and issued asU.S. Pat. No. 7,039,857 on May 2, 2006, application Ser. No. 09/151,429,filed on Sep. 11, 1998 and issued as U.S. Pat. No. 6,230,197 on May 8,2001, application Ser. No. 09/151,710, filed on Sep. 11, 1998 and issuedas U.S. Pat. No. 6,212,178 on Apr. 3, 2001, and application Ser. No.09/151,564, filed on Sep. 11, 1998 and issued as U.S. Pat. No. 6,108,711on Aug. 22, 2000; and all of which applications recited above areincorporated herein in their entirety.

BACKGROUND OF THE INVENTION Field of the Invention

The present invention is in the field of telecommunication encompassingall existing sorts of interaction multimedia technology, and pertainsmore particularly to methods and apparatus for providing mediaindependent self-help modules presented as part of a customer interfaceassociated with a multimedia communication-center.

In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in such call centers with computerhardware and software adapted for, among other things, better routing oftelephone calls, faster delivery of telephone calls and associatedinformation, and improved service with regard to client satisfaction.Such computer-enhanced telephony is known in the art ascomputer-telephony integration (CTI).

Generally speaking, CTI implementations of various design and purposeare implemented both within individual call-centers and, in some cases,at the telephone network level. For example, processors running CTIsoftware applications may be linked to telephone switches, servicecontrol points (SCPs), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI processors andother hardware within a call-center is commonly referred to as customerpremises equipment (CPE). It is the CTI processor and applicationsoftware is such centers that provides computer enhancement to a callcenter.

In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PC/VDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, typically connectedto the CTI processor, which is connected to the call switching apparatusof the call center.

When a call arrives at a call center, whether or not the call has beenpre-processed at an SCP, typically at least the telephone number of thecalling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asAutomatic Number Identification (ANI). Typically the number called isalso available through a service such as Dialed Number IdentificationService (DNIS). If the call center is computer-enhanced (CTI), the phonenumber of the calling party may be used as a key to access additionalinformation from a customer information system (CIS) database at aserver on the network that connects the agent workstations. In thismanner information pertinent to a call may be provided to an agent,often as a screen pop on the agent's PC/VDU.

In recent years, advances in computer technology, telephony equipment,and infrastructure have provided many opportunities for improvingtelephone service in publicly-switched and private telephone intelligentnetworks. Similarly, development of a separate information and datanetwork known as the Internet, together with advances in computerhardware and software have led to a new multimedia telephone systemknown in the art by several names. In this new systemology, telephonecalls are simulated by multimedia computer equipment, and data, such asaudio data, is transmitted over data networks as data packets. In thissystem the broad term used to describe such computer-simulated telephonyis Data Network Telephony (DNT).

For purposes of nomenclature and definition, the inventors wish todistinguish clearly between what might be called conventional telephony,which is the telephone service enjoyed by nearly all citizens throughlocal telephone companies and several long-distance telephone networkproviders, and what has been described herein as computer-simulatedtelephony or data-network telephony. The conventional systems arereferred to herein as Connection-Oriented Switched-Telephony (COST)systems, CTI enhanced or not.

The computer-simulated, or DNT systems are familiar to those who use andunderstand computers and data-network systems. Perhaps the best exampleof DNT is telephone service provided over the Internet, which will bereferred to herein as Internet Protocol Network Telephony (IPNT), by farthe most extensive, but still a subset of DNT.

Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach points in thenetwork such as an Internet Service Provider (ISP). The definitivedifference is that COST telephony may be considered to beconnection-oriented telephony. In the COST system, calls are placed andconnected by a specific dedicated path, and the connection path ismaintained over the time of the call. Bandwidth is basically assured.Other calls and data do not share a connected channel path in a COSTsystem. A DNT system, on the other hand, is not dedicated orconnection-oriented. That is, data, including audio data, is prepared,sent, and received as data packets over a data-network. The data packetsshare network links, and may travel by varied and variable paths.

Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT, capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

In addition to Internet protocol (IPNT) calls, a DNT center may alsoshare other forms of media with customers accessing the system throughtheir computers. E-mails, Video mails, fax, file share, file transfer,video calls, and so forth are some of the other forms of media which maybe used. This capability of handling varied media leads to the termmultimedia communications center. A multimedia communications center maybe a combination CTI and DNT center, or may be a DNT center capable ofreceiving COST calls and converting them to a digital DNT format. Theterm communication center will replace the term call center hereinafterin this specification when referring to multimedia capabilities.

In typical communication centers, DNT is accomplished by Internetconnection and IPNT calls. For this reason, IPNT and the Internet willbe used in examples to follow. IT should be understood, however, thatthis usage is exemplary, and not limiting.

In systems known to the inventors, incoming IPNT calls are processed androuted within an IPNT-capable communication center in much the same wayas COST calls are routed in a CTI-enhanced call-center, using similar oridentical routing rules, waiting queues, and so on, aside from the factthat there are two separate networks involved. Communication centershaving both CTI and IPNT capability utilize LAN-connected agent-stationswith each station having a telephony-switch-connected headset or phone,and a PC connected, in most cases via LAN, to the network carrying theIPNT calls. Therefore, in most cases, IPNT calls are routed to theagent's PC while conventional telephony calls are routed to the agent'sconventional telephone or headset. Typically separate lines andequipment must be implemented for each type of call weather COST orIPNT.

Due in part to added costs associated with additional equipment, lines,and data ports that are needed to add IPNT capability to a CTI-enhancedcall-center, companies are currently experimenting with various forms ofintegration between the older COST system and the newer IPNT system. Forexample, by enhancing data servers, interactive voice response units(IVR's), agent-connecting networks, and so on, with the capability ofconforming to Internet protocol, call data arriving from either networkmay be integrated requiring less equipment and lines to facilitateprocessing, storage, and transfer of data.

With many new communication products supporting various media typesavailable to businesses and customers, a communication center must addsignificant application software to accommodate the diversity. Forexample, e-mail programs have differing parameters than do IPapplications. IP applications are different regarding protocol than COSTcalls, and so on. Separate routing systems and/or software componentsare needed for routing e-mails, IP calls, COST calls, file sharing, etc.Agents must then be trained in the use of a variety of applicationssupporting the different types of media.

Keeping contact histories, reporting statistics, creating routing rulesand the like becomes more complex as newer types of media are added tocommunication center capability. Additional hardware implementationssuch as servers, processors, etc. are generally required to aid fullmultimedia communication and reporting. Therefore, it is desirable thatinteractions of all multimedia sorts be analyzed, recorded, and routedaccording to enterprise (business) rules in a manner that providesseamless integration between media types and application types, therebyallowing agents to respond intelligently and efficiently to customerqueries and problems.

A challenge that is paramount to any enterprise dealing with a largecustomer-base concerns empowering customers to make informed decisionswithout necessarily committing a live agent or other precious resourcesto assist those customers. For example, it is desired that a customerconfigures his or her product order, or perhaps, answers his or her ownquestions without substantial assistance. In this way agents are free tohandle other issues or problems that may arise during an active workperiod.

The most successful technology for empowering customers throughinterface is practiced on the well known Internet. In this case aninteractive WEB page, sometimes known as a WEB-form, is provided by anenterprise as a customer interfacing mechanism. A WEB-page authortypically adds interactive function to the page according to conventionsthat are well known in the art such as through Java or COM technology.Such conventions may include the use of knowledge-base technology andother WEB-connected resources maintained for the purpose of aidingcustomers. Such inclusion of WEB-connected resource is provided viaobject linking typically, to another WEB page containing a requestedinformation source. In this way, a user may interact with suchconventions thereby obtaining more information, effecting a productorder, and so on. Typical conventions include banner links, on-lineorder forms, frequently asked question (FAQ) lists,product-presentation-interactives (PPI), and so on. In the case of usingknowledge-base technology for configuring more complicated orders,downloading of an application (tool kit) to a user's computer isgenerally required.

Another well known convention used to empower customers is commonlyreferred to as a self-help wizard. A self-help wizard is a softwareapplication that is typically loaded on, or downloaded to a user'scomputer along with a related software application usually purchased bythe user. Self-help wizards enable a user to configure downloadedapplications (installation), customize software components, initiateexecution of accessory applications or special projects. Conventionalself-help wizards such as the type accompanying downloaded software arelimited, however, in that they are typically general in descriptivecontent and are often difficult to use effectively. These types ofself-help applications are designed and intended for use on one'scomputer after download. Such wizards often have links to WEB-sourcedinformation that is accessed through an Internet dialing functiongeneric to the user's system.

A multimedia communication center operating an operating system such asCINOS according to disclosure provided in the patent application, orincluded by reference, in various embodiments provides and maintainsvarious customer-interface options including WEB-forms. In a systemknown to the inventor, a customer-interfacing window is provided as aCOM-based module presented in such a WEB-form or as a CTI application ina COST environment such as may be used in conjunction with an IVR. Thisenables the enterprise to keep track of potential and existingcustomers, and to control selected media options for new customers,existing customers and business associates. However, it is desired thata customer or business associate accessing CINOS through a WEB page beable to solve problems and resolve issues specific to his or herbusiness with the enterprise without taxing resource of the enterprise.

In the CINOS system known to the inventor, customer access points arecontrolled in a fashion that general telephony, ordering options, mediaoptions, and the like are made available for connection to liveattendants as well as to automated systems for the purpose of qualifyingcustomers and effecting further routine business with the enterprise.However, once a customer, for example, has committed to purchasing goodsor services with the enterprise, it is desired that he or she is able toobtain any specific product or issue-related assistance in a manner soas not to tax enterprise personnel.

What is clearly needed is a method and apparatus for providing amedia-independent self-help wizard that is accessible and executablefrom within a customer-interfacing WEB-form or customer-interfacingwindow that is programmable according to enterprise rules andobjectives. Such a method and apparatus would allow a customer to solvespecific product or service-related problems without taxing enterpriseresource. In addition, connected resources such as IVR and otherautomated services covering a wide variety of offered system-supportedmedia could be made accessible through such a module.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention, in a multimediacommunication center (MMCC), a client self-help system is provided,comprising an operating system (OS) including an outward-facingcommunication interface for accepting communications from clients, andfor presenting a display for a connected client; an interactiveself-help wizard model presented in a graphic interface in the displayand configured to a selected client; and a media selection interfacepresented in the graphic interface by which the connected client mayselect a particular media for receiving help, and indicate the nature ofhelp desired. The self-help wizard is periodically automatically updatedin available information according to client transaction history withthe enterprise.

In some embodiments the self-help wizard model is accessible andprogrammable by a worker connected by a computerized workstation to theMMCC. Also in preferred embodiments the media open to client selectionincludes WEB interface, e-mail, interactive voice response, facsimilereception, and downloading of video documents. By selection of a mediatype, the client may initiate a call back in the media selected to aclient apparatus compatible with the media selected. By selecting COSTor IP telephony, the system places a call by an Interactive VoiceResponse (IVR) unit to the client through a telephone number or IPaddress listed for the client, and the IVR then interacts with theclient to provide specific help to the client.

In some embodiments an ordering function is provided tailored to aclient providing an ordering interface for parts and services relatingto recently acquired enterprise products by the client. There may alsobe a reporting function, wherein the reporting function monitors clientactivity related to the wizard and makes that activity available to anenterprise agent through the OS.

In another aspect of the invention a method for providing self-directedaid to clients of an enterprise-hosted multimedia call center (MMCC) isprovided, comprising steps of (a) configuring a graphic self-help wizardinterface including a media-selection function for a selected clientassociated with the enterprise, and presenting the wizard in a graphicdisplay to a connected client; (b) updating the wizard with informationperiodically according to client transaction history with theenterprise; and (c) establishing an interactive communication with theclient in the media selected in step (a) whereby updated information mybe provided to the client. In some embodiments there may be a stepincluded for programming the wizard by an enterprise worker. In step (a)media available through the media selection may includes WEB interface,e-mail, interactive voice response, facsimile reception, and downloadingof video documents. By selection of a media type, the client initiates acall back in the media selected to a client apparatus compatible withthe media selected. For example, by selecting either COST or IPtelephony, the system places a call by an Interactive Voice Response(IVR) unit to the client through a telephone number or IP address listedfor the client, and the IVR then interacts with the client to providespecific help to the client.

In some embodiments of the method further steps provide an orderingfunction tailored to a client providing an ordering interface for partsand services relating to recently acquired enterprise products by theclient. In these and other embodiments there may also be a step formonitoring client activity with the wizard and making that activityavailable to an enterprise agent through the OS.

In embodiments of the invention, for the first time in a multimedia callcenter, an effective means is provided, specific to enterprise clients,allowing clients to obtain highly-selective help according to recentlyacquired products and/or services, without unduly loading personnel ofthe call center, and without requiring clients to wait for scarceresources.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is a diagram of a multimedia communications center enhanced witha network operating system according to an embodiment of the presentinvention.

FIG. 2 is a block diagram illustrating basic layers of a customerinteraction operating system according to an embodiment of the presentinvention.

FIG. 3 is a flow chart illustrating basic steps performed by the networkoperating system of FIG. 2 related to completing interactivetransactions between business partners.

FIG. 4 is a block diagram illustrating agent-desktop function accordingto an embodiment of the present invention.

FIG. 5 is a block diagram of an exemplary WEB-form customer interfaceaccording to an embodiment of the present invention.

FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention.

FIG. 7 is an exemplary overview of a multimedia interaction storagesystem within a communication center according to an embodiment of thepresent invention.

FIG. 8 is a block diagram of the repository of FIG. 7 illustratingthreaded text-blocks and their relationship to stored multimediaaccording to an embodiment of the present invention.

FIG. 9 is a process flow chart illustrating logical steps taken whenbuilding a threaded multimedia contact-history of communication-centerinteractions according to an embodiment of the present invention.

FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a created application according to anembodiment of the present invention.

FIG. 11 is a process flowchart illustrating logical steps for buildingan IMA for a user interacting with CINOS according to an embodiment ofthe present invention.

FIG. 12 is a block diagram illustrating the relationship between a massrepository, an interaction object model (IOM interface), anddata-interaction systems according to an embodiment of the presentinvention.

FIG. 13 is an exemplary flow chart illustrating interactive stepsassociated with IOM functionality according to an embodiment of thepresent invention.

FIG. 14 is a Gant table illustrating a pre-defined business process asexecuted via an interface engine according to an embodiment of thepresent invention.

FIG. 15 is a block diagram illustrating functionality of a diverseinteraction model according to an embodiment of the present invention.

FIG. 16 is a block diagram illustrating functionality of an exemplaryspecialized threading model according to an embodiment of the presentinvention.

FIG. 17 is a block diagram illustrating functionality of an exemplarydynamic campaign model according to an embodiment of the presentinvention.

FIG. 18 is an overview of CINOS multimedia communications center 17 ofFIG. 1 further enhanced with agent work presentation software accordingto an embodiment of the present invention.

FIG. 19 is a block diagram illustrating the relationship andfunctionality of an agent work presentation model according to anembodiment of the present invention.

FIG. 20 is a block diagram illustrating a self-help wizard according toan embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1 is a multimedia communications center enhanced with a networkoperating system according to an embodiment of the present invention. Atelephony-network architecture 11 comprises an enterprise-hostedcommunication center 17 that is linked to, in this example, both apublicly-switched telephone network (PSTN) 13, and a wide area network(WAN) 15, which may be the public Internet or other digital network,such as a company Intranet.

In this particular embodiment communication center 17 handles bothconventional telephone calls, which may be categorized as connectionoriented switched telephony (COST) calls, and data network telephony(DNT) calls, which may be DNT calls over a private digital network orcalls according to a protocol such as the well-known Internet protocol.DNT calls are characterized in that data is transmitted as addresseddata packets as opposed to dedicated connections in COST calls. Asindicated, PSTN 13 may be a private rather than a public network. WAN 15may be a company Intranet, the Internet, or another type of WAN known inthe art. The particular method of call delivery and call centerintegration is not particularly relevant for the purposes of thisinvention. There are many ways known both to the inventor as well asknown in the art. Particular issues discussed in the disclosure betweenthe telephones and the computers might be implemented differentlydepending on the actual system, but shall be deemed equivalent for allpurposes of this invention.

Incoming COST calls arrive at a network-level telephony switchingapparatus 19 in network cloud 13 and are connected over trunk 23 to acentral telephony switching apparatus 27 within communication center 17.From switching apparatus 27, calls are routed according to existingrouting rules over internal wiring 56 to agents' telephones 47, 49, 51,and 53 residing at agents' workstations 31, 33, 35, and 37 respectively.

Incoming DNT calls, and other communication events such as e-mail, filetransfers and the like, arrive at a routing node 21 in WAN 15 and arepassed on over digital connection 25 to a routing server 29 withincommunication center 17. Once calls arrive at server 29, they may, insome embodiments, be routed directly over LAN 55 according to existingrouting rules to personal computer/video display units (PC/VDU) such asPC/VDU 39, 41, 43, or 45 located at agent's workstations 31, 33, 35, and37 respectively.

In this embodiment, switch-connected telephones 47-53 are also connectedto PC/VDU's 39-45 via a headset to computer sound-card according totechnique known to the inventor and accomplished via an I/O cable. Thusconnected, agents may respond to incoming COST and DNT calls with thesame headset.

In the exemplary system and communication center shown, the equipmentand applications are adapted to provide for multimedia operation at eachof the agent stations, so the agents can interact with clients in manydifferent ways, as are known in the multimedia arts.

Computer telephony integration (CTI) enhancement is, in this embodiment,provided both at communication center 17 and in PSTN 13. For example, inPSTN 13, a processor 61 running instances of a CTI application known asa T-server (TS) to the inventors, and a statistics server (Stat) isconnected to telephony switch 19 via CTI link 65. An intelligentperipheral 59 of the form of an interactive voice response unit (IVR) isconnected to processor 61 via data connection 63. Similar CTI equipmentis illustrated within communication center 17. Namely, a processor 67running instances of TS and Stat and connected to telephony switch 27via CTI link 71, and an IVR 69 connected to processor 67 via a dataconnection 73, with processor 67 further connected to a local areanetwork (LAN) 55 within communication center 17.

In alternative embodiments there may also be a CTI processor 22 in WAN15 connected to server 21 by a CTI link 24. Also in some embodiments aseparate data network 66 connects these CTI processors. In this way,intelligent routing may be performed at the network level withnegotiation and direction from within communication center 17.

It will be appreciated by those with skill in the art that the CTIenhancements, as immediately described above, may be hosted on oneprocessor at PSTN 13 and on one processor at communication center 17without departing from the spirit and scope of the present invention.The inventor has chosen to show separate processors having separatefunctions for exemplary purposes only. It will also be appreciated bythe skilled artisan that there may be many more or fewer than the fouragent stations shown in communications center 17, and hardware andsoftware arrangements may be made is a variety of ways. Also, homeagents might be connected in a variety of ways to the call center.

In a preferred embodiment of the present invention, acustomer-interaction network operating system, hereinafter termed(CMOS), is provided for the purpose of managing communications center17, and optimizing and recording all agent/customer interactionsreceived at communication center 17 from networks 13 and 15. CINOS isunique in the fact that it is a multi-tiered object- andprocess-orientated system wherein logic regarding the various aspects ofit's functionality is achieved via knowledge-based architecture andobject modeling. Various functions of CINOS, more fully described below,include capturing (recording), analyzing, routing, and, in manyinstances, responding via automated process to customers engaged ininteractions with the enterprise (company hosting the communicationcenter). CINOS is adapted to support all planned communication mediumssuch as multimedia DNT applications including e-mail, video mail, filetransfers, chat sessions, IP calls, and CTI COST transactions such asvoice calls, voice mails, faxes, and so on.

Referring back to FIG. 1, CINOS utilizes various LAN-connected machinesin order to perform various operations. Among these various hardwareimplementations are a multimedia server (MIS) 79 adapted to physicallystore and serve all multimedia transactions, and acustomer-information-system server (CIS) 57 adapted to physically storeand serve information relevant to customers such as purchase history,financial status, product preferences, contact information, etc. Acentral server (COS) 77 acts as a host location for a CINOS managerapplication (noted in text balloon) which is, in effect, the parentapplication that controls all of the operation and functionality of thesystem.

In addition to the above-mentioned machines hosting CINOS routines, eachPC/VDU such as PC/VDU 39, for example, has a CINOS-agent desktopinterface or client application (not shown) adapted to interact with theparent application. Also, each machine that provides particulardedicated function to communication center 17 such as switch-connectedCTI processors, IVR's, and other related equipment host instances ofCINOS application-program interfaces (API's) to enable seamlessintegration of differing parameters and/or protocols that are used withvarious planned application and media types utilized withincommunication center 17. Such programs may also co-reside or be in anycombination or hosted by themselves. Additionally, for performancepurposes, additional dedicated network links may exist between thoseservers, but essentially they are only performance boosters, and hencefor clarity purposes, only a simple network is shown.

As previously described, CINOS comprises a multi-tiered architecture.This unique architecture comprises an external media layer forinterfacing with the customer or business contact, a workflow layer formaking routing decisions, organizing automated responses, recordingtransactions, and so on, and an internal media later for interfacing andpresenting interactions to an agent or knowledge worker. An innovativeconcept associated with CINOS involves the use of tooled process models,knowledge bases, and other object models as base instruction for it'svarious functions. These modular conventions may be inter-bound witheach other, and are easily editable providing a customizable frameworkthat may conform to virtually any existing business logic.

In simple operation, and after any network level routing, COST calls andDNT calls including other media events arrive at communication center 17to telephony switch 27, and routing server 29 respectively. Networklevel routing, as defined herein, includes any intelligentimplementation that may be in place and aided via processors 59, 61, and22. Load balancing to multiple communication centers, and transferringcustomer data obtained at network-level over data-network connection 66would be examples of such network-level routing.

Once a call or other communication event registers at either switch 27or routing server 29, CINOS immediately identifies the media typeassociated with the call and begins it's processes depending onenterprise rules. For example, a live COST call may first be routed toIVR 69 whereby the customer can be presented with varying choices suchas leaving a voice message, waiting in queue, receiving a call back, orperhaps an e-mail, and so on. Interaction by IVR 69, in this instance,will preferably be via voice recognition technique such as is known inthe art, but may also be via touch tone response or other known method.As previously described, the caller may elect from a number of options,such as to hold for a next available agent, select an automated responsesuch as a fax back, or perhaps a later agent-initiated response such asan e-mail or call back. In all cases, CINOS seamlessly processes andexecutes the logic required to accomplish the goal of the caller in amedia and application-independent fashion.

DNT events are handled much the same way as described above for livecallers. For example, an IP call may be routed to a digital equivalentof an IVR for interaction or queued for a next available agent, and soon. In one embodiment, IVR 69 may be adapted to handle both COST and DNTinteraction.

All interactions with live external media, including actual text-basedevents whether live or not, are recorded and stored in MIS 79 with anassociated text version of the media stored as well, and becoming partof an overall threaded contact history. This is accomplished in varyingways according to existing parameters such as media type, whether theevent is a live call, and so on. For example, CINOS may execute acommand directing IVR 69 to digitally record an incoming COST callduring customer interaction and then store the voice recording of thetransaction in MIS 79. A text version of the recording either createdsimultaneously from the voice recording via voice-to-text techniques(known in the art), or created by a live attendant via manual annotationmay be sent to and stored in DB 79. An IPNT call arriving at routingserver 29 may be similarly recorded and stored in MIS 79 with anassociated text version of the interaction stored in DB 79. E-mails,video calls, voice mails and so on are similarly handled. For example,an incoming e-mail is stored in MIS server 79 while text from the e-mailmay be extracted and stored associated with the e-mail.

The purpose of the text version of the event is twofold. Firstly, acomplete text-based transaction history of communication center 17 maybe compiled and reserved for later access and audit. Secondly, an agentor knowledge worker may, in some instances, see the text version of theevent at the same time that he receives routed notification of theevent. In this way, an agent may begin mental preparation before takinga call. The text version of an event must be machine-readable and humanreadable at times displayed. Interactive media-independent viewers, partof the agent's client application, may be used to disseminateinformation which may initially not be human readable.

It is important to note here that the text-based version of an event mayor may not be a complete and verbatim rendition of an actual mediaevent. For example, an e-mail may contain many documents each havingmany pages of text. Therefore, the text-based version of a particulare-mail event may simply contain the name and particulars regarding theauthor, a purchase order, and a list of the enclosed documents by title,and basic content or memo as well as a possible manual annotation. Theattachments to the e-mail may be stored separately, and be alsocross-indexed and retrievable. Seeing the purchase order when the eventis routed to an agent desktop tells the agent that this e-mail isimportant.

A fax, stored originally as a bit-mapped document, may be converted totext in the system via optical recognition (OCR) technique whereinsometimes only certain content such as the authors contact information,basic intent of the fax, and perhaps special numbers or codes containedin the original fax are recorded in a text version 79, sometimes thewhole text is OCR'd, while the original fax is stored in it's entiretyin DB 79. Such codes or numbers that are specifically parsed from actualmedia may be part of a unique coding system set up by the enterprisewhereby customers are directed to include such codes or numbers withtheir orders, service requests, and so on.

Parsing text messages is accomplished via a text-analyzer known to theinventor. In other non-text media types, such as video or graphics,descriptive notes may be taken via live attendant and stored in DB 79 aspreviously mentioned. Voice recognition technology may also be used in acase of recorded sound or video with sound. All transactions regardlessof media type are thus recorded and stored according to enterprise ruleswith at least a meaningful part of the content if not all of the contentof such transactions converted to text and stored in DB 79 associatedwith the recording of the event. Again, the importance of the textversion is that the extracted knowledge of the transaction therein is inmachine-operable code, allowing search and cross-referencing functionsthat may otherwise not be possible.

After incoming events are analyzed and processed with regards toqueuing, recording, storing, etc. CINOS decides the disposition paths ofeach event. For example, live calls in queue are routed to live agentsif available, if this is the priority action in the enterprise rules.E-mails are either routed to next available agents using a pushtechnology, or simply stored in MIS server 79 where they may beretrieved by agents after receiving notification. Recorded events suchas IVR voice requests are stored in MIS server 79 where they may beretrieved by agents, and so on.

By the use of routing and routing notification events, any media may berouted to an appropriate agent based on skill, or any other rule-basedrouting method over LAN 55. Actual multimedia events may be accessedfrom MIS server 79 at the agent's discretion, or by rule, and text-basedversions of those events stored in DB 79 may be mirrored and routed tothe agent along with notification of the incoming event.

Other services may be performed by CINOS such as responding to mediarequests without agent participation via initiating automated faxresponses, out-bound dialing, campaigns wherein recorded information isgiven to a customer perhaps concerning an order placed by the customer,and so on. Networking via business or chat applications between severalbusiness partners, customers, agents, and so on, is possible whereineach entry may be stored in DB 79 as part of a discussion threadincluding responses of another media type, perhaps initiated by acommunication-center agent to one of the participants during thediscussion.

As a general rule, full multimedia storage is done in a mass storageserver, and linked by cross-indexing to the database. Depending on thebusiness model, full text or only partial annotation is stored in thedatabase, or a mix thereof, e.g by media type.

In addition to supporting a wide variety of applications and protocol,CINOS is provided with the tools for building media-independentself-help wizards that are adapted for problem solving and reduction.Similarly, external and internal interaction media viewers are providedand adapted to support any media of choice.

CINOS uses object modeling and linking techniques that are known in theart to effect much of it's goal of presenting a seamless customerinteraction with an enterprise agent or knowledge worker operating in acommunication center such as center 17. For example, an interactionobject model (IOM) represents a transcript of all interaction historystored in DB 79 and provides an audit trail of the state of transactionsof all interactions. An interaction process model (IPM) controls howevents are handled within the operating system.

An additional set of models handle how agents receive their routed mediasuch as via traditional push model, blended push model, publish andsubscribe model, or interrupt model. Prioritizing interaction events mayalso be accomplished through varying the push theme or scheme. Forexample, traditional push technology for e-mail means that only e-mail(media type) is being worked on by an agent. By blending the push modelwith a publish and subscribe model, the interrupt model is createdwherein the agent may subscribe to various routed media such asanswering phones, and responding to faxes, but may be interrupted for animportant interaction of another media type such as e-mail and so on. Inthis way an agent's time may be utilized according to enterprise ruleswithin an automated environment.

Outbound campaigns may be configured according to enterprise rules andmedia preference using a single rule-set knowledge-base. This single setof outbound tools can be used to initiate customer dialog via predictivedialing, e-mail push, automated recorded messages, and so on.

It will be apparent to those with skill in the art that common objectmodeling (COM) can be used to create virtually any type of model for anytype of enterprise situation. It is the intention of the inventor toprovide the applicable control codes known in the art for buildingprocess and object models and enabling the linking and interactionbetween the models. As previously described, it is partly the fact thatCINOS uses these various models and knowledge bases to achieve desiredinteraction that sets it above current-art systems. The inventor knowsof no such network interfacing operating system that is based on theabove described technology.

CINOS may be implemented in a number of different topologies. Forexample, CINOS may be implemented as a centralized topology with onecommunication center as shown here in FIG. 1, a distributed topologywherein a single communication center may span multiple physicallocations, a segmented communication center wherein a single pool ofagents services more than one company or customer base, or a widecommunication network wherein a plurality of communication centers suchas center 17 cooperatively service a common pool of customers or acustomer base. Enterprises involved in commerce such as large financialinstitutions hosting many geographically separate communication centersmay build their entire networking system using CINOS architecture instandardized and distributed fashion. There is no limitation to the typeof enterprise that may use CINOS as it may be tooled to accommodatevirtually any network architecture linked to a communication centerhaving DNT capability.

It will also be apparent to one with skill in the art that CINOSroutines according to various embodiments of the present invention maybe included and implemented at the network level without departing fromthe spirit and scope of the present invention such as in processor 61,and IVR 59 in PSTN 13, or in routing node 21 in WAN 11.

FIG. 2 is a block diagram illustrating basic layers of the networkoperating system according to an embodiment of the present invention. Aspreviously described with reference to FIG. 1, CINOS comprises threebasic operating layers. They are an external media layer 83, a workflowlayer 85, and an internal media layer 87. External media layer 83interfaces directly with the customers or business contacts or partnersas illustrated via customers a and b, and business contact c. Thebi-directional arrows beneath each of the above mentioned participantsillustrate interactive participation with CINOS on the customer side.

External media layer 83 may, in one embodiment, be a multifaceted,web-based self-help interface providing news information and a host ofother services that may be personalized by the customer. In manyrespects, external media layer 83 in this embodiment is similar to a webbrowser.

Workflow layer 85 comprises 3 basic function categories beginning with acontent analysis category 89 wherein textual analysis, voice analysis,IVR interaction, recording and storing takes place. A next category iscontext resolution 91. Context resolution involves customeridentification, business process binding, preparation for routing, andso on. A third category termed interaction routing 93 comprises variousprocesses associated with the presentation of the interaction to agents,service persons, knowledge workers, business partners, customers and thelike, that is, all transaction partners. Category 93 covers queuing,skill-based routing, automated treatment, workflow models, and so on.

Internal media layer 87 comprises an agent desktop interface not shownin FIG. 1, but described in more detail below. Both external layer 83and internal layer 87 contain the required tools for enabling media andapplication-independent interfacing such as previously mentionedself-help wizards, media viewers, and other controls as prescribed viaenterprise rules.

Internal media layer 87 provides an agent with, among other options,information about the customer or contact, information about current orhistorical business processes, information about current interactionsand their relationship to business processes, and a knowledge-base toguide the agent or knowledge worker with interaction response andworkflow. An agent a, and agent b, and a knowledge worker c are shownherein interacting with the system as illustrated via bi-directionalarrows. The skilled artisan will recognize these are merely examples,and there may be many more such persons, and interactions in someinstances may be routed to machines for response.

It will be apparent to one with skill in the art that the multi-tieredarchitecture of CINOS such as is illustrated herein may comprise manymore or differing steps or processes without departing from the spiritand scope of the present invention.

FIG. 3 is a flow chart illustrating basic steps performed by theinteraction operating system of FIG. 2 related to completing atransaction between a customer and an agent, wherein the transaction isinitiated by the customer. Similar steps may be accomplished in theopposite direction for communications initiated by an agent, as thesystem is bi-directional, but the present example will serve to teachthe inventive aspects of the system. In step 95, an incomingtransaction, such as a live call, an e-mail, etc., is received at theappropriate CTI switch (COST) or routing server (DNT) in a CINOScommunication center such as center 17. In step 97, customer and mediatype are identified and interaction proceeds.

All transactions, whether live calls, such as video calls, DNT calls andCOST calls, or text-based documents, such as e-mails, are recorded andstored in one or more mass storage devices handled by one or moredatabase applications. This may be taken as server 79 of FIG. 1,although the diagram of FIG. 1 is exemplary.

A principle object of the invention is to extract maximum informationfrom every transaction) for building a knowledge base that can be usedfor dynamic management and future analysis and development. This is doneprimarily by data mining, which is applicable to machine-operable code,that is text. Because of the nature of the extraction, there is adifference in the way live calls and text-based media is handled.

Discrimination as to the text nature of the media is made at step 99. Ifthe media chosen by the customer is already text-based, then thetransaction is recorded as received (101), and a data mining applicationextracts important information in step 103 and stores it in theknowledge base. The distinct portions and versions of the transaction,such as the originally recorded version and any extracted data arerelated to one another and to other knowledge previously stored, andbecome part of a threaded interaction history associated with an ongoinginteraction and ultimately of an overall contact history.

If the media chosen by the customer is determined in step 99 to be alive interaction such as a COST or IPNT call, then the existingknowledge base is accessed at step 107, and the call is routed to thebest fit agent. This may; of course, be done in a number of ways, suchas an ADC, skill-based routing as known to the inventors, transfer to anIVR for automatic processing, and so on, as may be dictated byenterprise rules. If routing is to an agent, customer information may beretrieved from CIS server 57 (FIG. 1) and sent to the agent's PC, andappropriate scripts may be provided to guide an agent in interactingwith the caller.

In step 109 the actual transaction is recorded as it takes place, which,in the case of live calls, may be a video or an audio recording or acombination of both. Preferably the recording is digitized.

In step 111, a maximal text version is prepared from the actualtransaction. The ability to do so depends to a degree on thesophistication of the system. This process may be as simple as a personadding notes for annotation or as sophisticated as a voice-to-textapplication preparing a full text version as the transaction transpires.

In step 113 the text version is mined for data and resulting knowledgeis stored in the appropriate knowledge base for future use, and added tooverall record with appropriate cross-referencing.

It will be apparent to one with skill in the art that there will be manyroutines comprising various steps for performing different processes asmay be determined by enterprise rules which may likewise vary dependingon, among other considerations, company type, product and or servicetype, communication center architecture, whether or not the systemarchitecture is centralized or distributed, and so on. The embodimenttaught herein is meant only as a basic example of process functionalityrelated to CINOS processing of an incoming event.

FIG. 4 is a block diagram illustrating agent-desktop function accordingto an embodiment of the present invention. An agent-desktop client 115,part of the CINOS overall architecture, enables an agent or knowledgeworker to configure and control his or her interface to the rest of thesystem and to external media. Client 115 may be personalized accordingto a particular agents parameters. A desktop interface 117 may appearand function much like a personalized web-browser containing manysimilar attributes related to network capabilities including fullmultimedia function, software tool kits, linking and embeddingcapability, and so on.

An HTML client application 119 oversees all of the network capabilitypreviously mentioned. In this embodiment for example, HTML client 119communicates with an Internet information server 121 using HTTP protocolwhich is standard. Client 119, if provided minimally, may be used inconjunction with an Internet browser for full multimedia function. Insome embodiments, it may be maximally provided to be a fully featuredclient with full web browser function. For example, an agent may createand edit web forms, web pages, embed controls into such web-based formsor pages to provide certain customer interaction mechanisms in additionto having a fully functional navigation tool at his disposal.

In another embodiment, Server 121 may be a server on a private networkor corporate WAN instead of an Internet server. In a preferredembodiment, however, any number of servers on the Internet and/or linkedto a WAN other than the Internet may communicate with client 119 as itintended to support all existing and known communication protocols.

A windows client 123 is provided to seamlessly integrate existingapplications on the agent's PC to network applications and processes.This may be implemented via a desktop tool-kit 125 that contains all ofthe required controls for building, integrating and customizing theinterface.

A business-logic layer comprises business object models 129, hereinaftertermed business objects 129, representing contacts, interactions,knowledge-bases, events, routing processes, and other system routines.Integration and interaction of the various described desktop componentswith these logics is accomplished via common object modeling (COM) whichis known in the art and available to the inventor. Desktop to CTIintegration is accomplished via controls provided or created with a CTIset of tools or tool kit (not shown). For example, if the enterprisedesires to blend voice and e-mail, the CTI tool kit would be used tobuild and integrate the interface.

Existing network applications such as CIS, enterprise resource planning(ERP), Commerce, and the like interact with various business objectsusing COM and may also interact with a physical database using ODBC andSQL.

Customer Interface Media Window

According to a preferred embodiment of the present invention, CINOSaccess by customers of an enhanced multimedia communication center, suchas center 17 of FIG. 1, is controlled by means of a customer-facingmedia interface, by which customers may be identified and evencategorized according to numerous criteria. In some cases access may becontrolled through subscription, or according to other qualifyingcriteria such as may be deemed appropriate by the enterprise. Forexample, if the enterprise is an exclusive investment club, membershipmay be required. Categorizing criteria may include demographicinformation such as income level, credit history, or any other attributethat may be quantified and used to categorize a customer.

An enterprise-controlled access point may be defined as an interfacingwindow or portal created and maintained at a typical customer entrypoint in a network as may be known in the art. Such interfaces may takethe form of a WEB-based customer interface (a WEB page), an interactivevoice response (IVR) unit, a service control point (SCP), or some othercustomer-facing system or apparatus as may be known in the art.

For the purposes of this specification, an example of anenterprise-controlled WEB-form access and interface window isillustrated as an example for a preferred embodiment. The inventor deemssuch an interface to be most adept in offering best-fit media optionswhile remaining accessible to a large customer or client base.

FIG. 5 is a block diagram of a WEB-form customer interface according toan embodiment of the present invention. WEB form 133, hereinafter termedaccess window 133, is provided to be a part of an enterprise's WEB pagewhich may be accessed through Internet connection and navigation, as isknown in the art. Widow 133 is part of the CINOS software architecturedescribed above, and represents the initiation of any customerinteraction with the hosting enterprise. A WEB counter 143 is providedand records the number of visits to window 133.

Window 133 is built and edited using COM codes available to the inventorand typically found in tool kits adapted for the purpose of creatinginteractive displays on a WEB page. Such a tool kit may be located on anagent's desktop, perhaps part of an agent's HTML client such as client119 of FIG. 4. In one embodiment, it may be part of a systemadministrator's tool kit.

Window 133 contains interactive options directed at various categoriesand functions. For example, a new client section 135 containsinteractive options related to adding a new client to the activecustomer base of the enterprise. A customer service section 137 containsinteractive options presented to existing clients needing service. A neworder section 139 contains interactive options presented to existingclients wishing to do new business.

Each offered interactive option is an embedded executable functionhaving the appropriate links to other system areas of CINOS such as maybe relevant to the immediate interaction such as to services offered,routing routines, database searching, interaction recording, and so on.

An innovative function of window 133 is to provide front-end control ofaccess to the enterprise by existing and potential clients/customers.For example, as a client, contact, or potential client interacts withthe various media and functional options presented by the enterprise inwindow 133, he or she is being directed according to enterprise rules insuch a way that he or she may first be qualified or not to patronize theenterprise. Secondly, the contacting person may be categorized andsorted as to type of qualified customer. Thirdly, the person contactingperson may be directed to pre-selected media options by the enterprisefor various services offered including but not limited to routing liveinteractions, and so on.

In a preferred embodiment of the present invention, access window 133 isfully customizable, based on customer data and enterprise rules with thefocus of such customization directed toward benefiting the enterpriseand ultimately the client. That is, the client's options within window133 are pre-selected and preferred by the hosting enterprise based inpart on data about the client, details about the client's communicationequipment and software, and enterprise rules and constraints. In someembodiments, the client may aid in customizing window 133. However, asit is desired by the enterprise to provide service in a cost-effectivemanner, the client will be presented with options as preferred by theenterprise in most cases.

To further illustrate, refer now to new client section 135. If window133 is part of the enterprise WEB page, as is the case with thisexample, there will be a variety of visitors which may or may not bepre-qualified by the enterprise. Therefore, an interested party wouldbegin (and be restricted to) taking a new client survey, illustrated asone of the options in section 135. If the enterprise rules require thisas a first step, then the other options may be enabled only uponcompletion of the survey. By choosing new client survey, a second windowmay contain various survey options such as via e-mail, interactive voicerecording, type and send method, or the like.

Information taken in the client survey is recorded and entered into aCINOS database such as DB 75 of FIG. 1. Such information may also becompared against enterprise rules or constraints, and other knowninformation as may be available to the enterprise. Assuming the clientis now recognized by the enterprise, the client's media hardware andtelephony information may be recorded for future interaction purposes.Such information may include the client's personal computer parametersincluding modem type, Internet connection type, computer platform type,type of Internet phone application installed, etc. Similarly, COSTtelephone parameters may be recorded, such as personal phone number,business phone number, cellular phone number, forwarding numbers, and soon. Such data will influence latter customization of his personal Window133 for the particular client including the types of media that will beoffered.

Finally, the client may be asked to create a password for the purpose ofaccessing CINOS. A section 141 is provided containing a network log-inoption along with download sections for obtaining permanent and ortemporary software as may be desired or needed, or, in some cases,required for the client to access certain services, view certaincontent, and so on.

Section 137 presents media options for clients seeking customer servicefrom the enterprise. These options are, in a preferred embodiment,presented in a customized or personalized fashion within the client'swindow 133 as was described above. Therefore, each client patronizingthe enterprise may access a version of window 133 that differs in lookand functionality than that of another client. In this example, servicesection 137 contains options for e-mail, chat program, fax program, aself-help wizard, and a voice wizard. Other media types may be added orsubtracted from the client's window 133 depending on any of severalcriteria. Personalization of widow 133 takes into account clientinformation as stored in CINOS database 75, service-agent mediaavailability and preferences, and perhaps any overriding enterpriserules. Unless and until a client is identified there are typically nooptions presented to the client for continuing a transaction with theenterprise.

For an identified client, by selecting the e-mail option, the client'spreferred e-mail program may be activated for the purpose of sending amessage to or soliciting a reply from a service agent. By selecting chatprogram, the client may be launched into a scheduled service-seminarfeaturing many clients interacting with a service expert regarding acertain subject. One enterprise rule regarding section 137 may be thatthere is no telephone or I-phone media option for customer service for aclient in the absence of an ongoing project with the particularcustomer. In this sense an ongoing project includes any unfinishedbusiness that the client is involved in with the enterprise.

Self-help wizards and voice wizards as illustrated in section 137 may beoffered to help a client resolve an issue without taxing furtherresource. Such wizards may be customized based on a client's recordeddata, perhaps confirming past interactions, providing account or orderstatus, and so on. In some embodiments, selecting an option might availseveral additional options. For example, selecting chat program mayavail three possible chat programs to choose from with differentschedules, content, and functionality attributed to each individualprogram.

New order section 139 in this example contains various options adaptedto facilitate placing orders. The options as illustrated herein include,but are not limited to, I-phone, call back, promotional models, videopresentations, an on-line viewer, and an order wizard. Interaction isthe same as was stated with regards to section 137. For example,selecting promotional models, accesses a database containing the currentpromotional information and features of products which may be viewedinteractively by the client using an on-line viewer offered as one ofthe functional options (tool). The options presented in the New Orderssection may also be customized according to client identity,demographics, transaction history, and enterprise rules.

On-line viewers may enable the client to view documents that are notsupported on his computer platform. Selecting video presentation mayavail several types of videos for viewing, such that the client maychoose one. If the client does not have a viewer installed on hiscomputer which will support the offered video, perhaps the on-lineviewer may play the video, or the client could download a temporaryviewer from section 141, etc. Selecting call back may bring up a secondarray of media choices made available by the enterprise for receiving areply interaction from an agent.

By providing a controlled interface window such as window 133 theenterprise may control routing and interaction right from the beginningof customer contact. Through the innovative method of linking andreporting to other CINOS functions, and repositories, much real-timepersonalization of window 133 according to enterprise rules and customerparameters may be made automatically. For example, if a client's historyindicates a propensity toward frequent buying, an I-phone option may bepresented in customer service section 137 in his window 133 immediatelyafter such a determination so that he may get direct customer service atall times.

Certain media options, as described above, may be afforded a certainpriority over one another regarding interaction with the enterprise. Forexample, a VIP client may have live interactive media choices offered inwindow 133 such as I-phone, call back to COST phone, video phone, etc. Aclient known for infrequent contact or troublesome interactive historymay be limited to text-based interaction such as e-mail and so on.

As an integral part of CINOS functionality, window 133 acts as a portalthrough which existing and potential clients may be screened,categorized and routed according to enterprise rules. Customerinterfaces such as window 133 may be provided at various locations on aWAN such as the Internet without departing from the spirit and scope ofthe present invention. Such portals may exist in different geographicregions, and may be created for differing customer bases such as one forLatin America, and one for the pacific rim, and so on. Instances ofCINOS routine may be distributed widely over a network.

Although the example provided herein is of a WEB form, it will beapparent to one with skill in the art that a CTI counterpart may becreated for the COST telephony network. Such a case may be a CINOSenhanced IVR at an SCP or customer access point in the COST network.

CINOS, as previously described, optimizes customer/agent interaction ina manner which is economical and cost efficient to both the enterpriseand the patronizing client. The customer interfacing window as taughtherein with regards to FIG. 5 is innovative in that it is a fullycustomizable portal that facilities seamless integration between clientsand enterprise agents according to enterprise rules. Further innovationis evident in that client data is fully and seamlessly integrated withCINOS intelligence and enterprise rules regarding routing ofinteractions and other constraints or limitations that are programmedinto the system. In effect, logic from the front end, or customer side,to the back end or agent side is linked and accessible to allappropriate CINOS routines which include applicable CTI CINOS routines.The various customer interfacing logic is are explained more fully belowin a series of process logic steps in a flow chart.

FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention. In step 145, a visitor registers at an enterprise's WEB page.The visitor is identified according to enterprise rules in step 147. Instep 148 CINOS determines the current status of the visitor aftersearching known client and contact data records. For example, thevisitor may be a potential new client, an existing client, or anexisting business contact. Although not specifically illustrated, apotential or new-business-client is not typically logically separatedfrom a potential new-client until further process ensues in step 149with regards to qualification via survey.

If the visitor wishes to be a client, he may log-in to the networksystem in step 159. Log-in may be automatic in the event that CINOSremembers the client's assigned password, or perhaps typing the passwordor other code may still be required for security reasons. At the time oflog-in, window 133 is presented in personalized fashion according toclient data and enterprise rules in step 161. In step 163, interactionbetween an enterprise entity and the client begins with a media typethat is offered by the enterprise and selected by the client. Anenterprise entity, as immediately described above, is herein defined asan agent, knowledge worker, service person, or any other live attendant,as well as any entity constituting an automated response action such asan automated fax, an IVR, automated file downloads, etc.

At step 148, if it is determined that the visitor is new, then a newclient survey is conducted in step 149. Step 149 will determine if thenew visitor is a client or business contact via the survey process. Asdescribed with reference to FIG. 6, the client survey may be conductedusing a variety of known techniques and media. Presuming that a newvisitor qualifies as a client or business contact in step 149, he or shemay be asked to create a password in order to provide access to CINOS.In step 153, the client's appropriate communication and systemparameters are recorded for future reference and for use in customizingwindow 133.

At step 155, a client instance of CINOS, or perhaps another enablingapplication, may be presented for download by the client. In someembodiments, there may be no required software for download. Therefore,step 155 may be considered optional in this regard. In step 157, the newclient may log-in to the network system and begin interaction. Becausethe client, in this case, is accessing the system for the first time,the steps wherein he would obtain a customized window and begininteraction with an enterprise entity are not shown as intermediateconfiguration of media choices, product preferences, and the like, maystill be required before a customized interface may be presented. In oneembodiment, the client may not see a customized window until the nexttime he or she attempts to access the network.

Steps 165, 167, and 169 for an existing business contact as determinedin step 148 are similar to steps 159, 161, and 163 for an existingclient although the rules for interaction such as media used, personnelinvolved and so forth will be different. For example, in step 167 anexisting business contact may be offered the option of using anetwork-collaboration program wherein I-phone, file sharing, videoconferencing and the like are inherent to that one application.

It will be appreciated that there are many possible logic sequences orsteps that may be followed in interfacing and enabling interactionbetween a client and an enterprise entity without departing from thespirit and scope of the present invention. FIG. 6 presents just onepossible example of many.

It will be apparent to one with skill in the art that the rulesgoverning the types of media offered to clients may be based on acombination of variables such as may be decided upon by the enterprisewithout departing from the spirit and scope of the present invention.Likewise, offered media types may be added or withheld from a clientover a period of time based on such variables. Moreover, such additionsor subtractions of media availability with regards to customer interfacewindow 133 may be automated and based on calculated variables.

In one embodiment, a client may add or subtract media choices ifdesired, however, the enterprise may reserve the right not to engagesuch media if added by a client.

In one embodiment, special application-independent media viewers such asthe viewer offered in section 139 of window 133 of FIG. 5, are offeredto clients and possessed by agents so that initial illegible informationmay be made human readable regardless of the authoring application usedby the agent or the client in the process of interaction.

Rules-Based Storage and Threading of Multimedia Interactions

In a preferred embodiment of the present invention, all CINOS controlledinteractions with customers or business contacts are recorded and storedin a contact history comprising a MIS database and a text database suchas were described with reference to copending application P3313PA, anddescribed above. That is, actual multimedia interactions are recorded toone database or to a section of one database supporting all multimediatypes used in the communication center, and text-based versions arestored in another database or portion of the same database. All of theactual recorded transactions and text versions are related as a threadedcontact history which may be separate from or part of the same databaseas will be further explained below.

FIG. 7 is an exemplary overview of a multimedia-interaction storagesystem within a communication center according to an embodiment of thepresent invention. A system architecture 171 is illustrated solely forthe purpose of providing just one of many possible architectures inwhich the methods and apparatus of the invention may be practiced.Architecture 171, which in a preferred embodiment comprises bothconventional and DNT apparatus, is exemplary of an architecture thatcould facilitate CINOS according to an embodiment of the presentinvention such as is also the case of FIG. 1

At the heart of the storage system is a mass-storage repository 187adapted to store multimedia interactions as well as text-based relatedfiles. Repository 187 may utilize any form of digital storage technologyknown in the art such as Raid-Array, Optical Storage, and so on. Thestorage capacity of repository 187 will depend directly on it'simplementation with regard to the size of the communication center andpredicted amount of data that will be stored and kept by the system.

In this example, repository 187 is divided logically into two sections.One section, multimedia information system (MIS) 189, is responsible forhousing all multimedia interactions defined as media that is nottext-based such as audio, video, and graphics-based media. Allmultimedia interactions are stored in MIS 189 whether incoming,outgoing, or internal. A second section, herein referred to as textsection 191 is responsible for all text-based interactions as well astext versions related to non-text files. Sections 191 and 189 ofrepository 187 are analogous to MIS 79 and DB 75 of FIG. 3.

Repository 187 is connected to a communication-center local area network(LAN) 195. Repository 187 is accessible via LAN 195 to authorizedpersonnel within a communication center such as agents, knowledgeworkers, or the like, and may, in some instances, also be made availableto clients communicating with the call center. A network router (RTN)175 is shown connected to LAN 195 via network connection 203. In thisexample, network router 175 is the first point within a communicationcenter wherein DNT media arrives. Network router 175 is exemplary ofmany types of routers that may be used to route data over LAN 195. AnInternet-protocol-network-telephony (IPNT) switch 176 is connected tonetwork router 175 via data link as is known in the art. IPNT switch 176further routes or distributes live IPNT calls that do not requirerouting to a live agent. IPNT calls that are routed to live agents aresent over connection 203 to LAN 195 where they reach agent PC/VDU's (notshown) or DNT-capable phones (not shown) as illustrated via directionalarrows.

An object of the present invention is to record all multimediainteractions and store them in MIS 189. A further object of the presentinvention is to similarly record text versions of and text files relatedto all multimedia interactions and to store them in text-based section191. For the purpose of the present invention, a text version of anon-text file is defined as a sufficient text rendition or descriptionof a corresponding multimedia interaction. Still another object of thepresent invention is to provide an innovative mechanism whereinauthorized persons may access any particular block of text and ifdesired, call up the actual media to which the text relates.

More detail regarding the order and manipulation of repository 187 isdescribed further below.

Creating text-based versions of live multimedia interactions may, insome cases, be accomplished via an automated method. For example, adigital voice attendant 197 is provided and linked to IPNT switch 176.Digital voice attendant 197 may be of the form of a DNT-capable IVR orother digital voice-response mechanism as may be known in the art. Suchautomated attendants may interact with a voice caller instead ofrequiring a live agent. A speech to text converter 199 is provided andlinked to voice attendant 197. As digital voice attendant 197 interactswith a caller, speech to text converter 199 uses voice recognitiontechnology to convert the audio speech to text. Such text may then bestored automatically into text section 191 and related to thealso-recorded audio data.

It will be apparent to one with skill in the art that as speechrecognition technologies are further improved over their current state,which is adequate for many implementations, reliable text versions ofaudio transactions are not only possible but practical. Such speech totext conversions are used here only for the convenience of automationwherein no live attendant is needed to transcribe such audio data. Theinventor is familiar with such converters as used in the CMOS systemaccording to a preferred embodiment. Such converters provide conveniencein the practice of the present invention but are not specificallyrequired to achieve the objects of the present invention.

Manual transcription may also be used to convert audio/video to text orcode that may then be entered into text section 191. For example, a liveattendant 201 is shown connected to LAN 195. Attendant 201, in thiscase, may be given the responsibility of transcribing audio files fromspeech to text and annotating video or graphics files for the purpose ofcreating text files related to the non-text data. One or more liveattendants such as attendant 201 may be provided for this purpose. Somemedia arriving at a communication center such as the one represented viaarchitecture 171 will already be text-based and therefore require noconversion or annotation. Short e-mails, Faxes, word documents, and soon are part of this media category.

An automated services system 193 is illustrated as having a directconnection to section 191 of the data repository. System 193 is providedfor certain text-based interactions, as described above, wherein acomplete text record of the interaction may be mirrored, or otherwisecreated and stored into text section 191. Such automated services mayinclude but are not limited to automated e-mail and fax systems. Forexample, a fax may be sent and mirrored into section 191 or, perhapsrecreated using an optical character recognition (OCR) technique andthen entered. Physical text-documents such as legal papers and the like,may be automatically scanned into text section 191 before they are sentto clients. There are many possible automated techniques for enteringtext files into a database. Such methods described with regards toautomated services 193 are a convenience in practicing the presentinvention but are not specifically required to achieve the objects ofthe present invention.

With respect to the dual capability (COST/DNT) of architecture 171, acentral telephony switch 173 is provided to be a first destination forCOST calls arriving from, for example, a PSTN network. Switch 173 may bea PBX, ACD, or another known type of telephony switch. Internal COSTwiring 182 connects telephony switch 173 to agent's individualtelephones (not shown). Switch 173 is enhanced via a processor 179running an instance of T-server and an instance of Stat-server, whichare software enhancements known to the inventor and have been previouslydescribed. Such enhancements provide CTI applications, such asintelligent routing, but are not specifically required to practice thepresent invention. CINOS as previously described is adapted to beintegrated with such software when present in a CINOS enhancedcommunication-center.

An intelligent peripheral in the form of a COST IVR 177 is provided forthe purpose of interacting with callers seeking information and the likewho do not require connection to a live agent. IVR technology maycomprise voice response, touch tone interaction, or a combination ofthese technologies. IVR 177 is linked to processor 179 and also toautomated services 193. An example of an IVR interaction may be thepresentation to a caller of options for using an automated service suchas those described above, or perhaps waiting for a live agent.

A CTI to DNT interface 181 is provided for the purpose of convertingCOST interactions to digital mode compatible with DNT so as to beadapted for digital storage and interaction according to CINOSfunctionality and enterprise business rules as described above.Interface 181 is not specifically required to practice the presentinvention so long as appropriate application programming interfaces(API's) are provided for equipment that interfaces with CINOS.Bi-directional arrows illustrated between interface 181 and IVR 177represent the ability to route interactions in either direction. COST toDNT conversion may be accomplished in IVR 177 in addition to or in placeof interface 181. The connection architecture presented herein isexemplary only.

A speech to text converter 185 is provided for converting audio from theCTI side to text for entering into text section 191 as was taught withregards to converter 199 on the DNT side. Actual recorded mediainteractions are illustrated entering MIS 189 after text versions arerendered and entered into section 191, however, this is not required. Insome instances text versions of multimedia interactions may be renderedafter the interaction is stored. There is no limitation regardingsequence. It is sufficient to say that converters 185 and 199 arecapable of real-time conversion and entry.

Server 183 shown connected to LAN 195 is adapted to host a CINOS MGR(operating system) application which provides control and organizationwith regard to various functions provided by the CINOS system as awhole. The storage architecture represented herein by element 171, andall it encompasses in this embodiment, is meant only to be an examplearchitecture as may be dedicated to the storage and organization ofcommunication-center data according to enterprise rules.

A unique method termed multimedia threading by the inventor is used in apreferred embodiment of the present invention for relating eachmultimedia interaction whether incoming to, out going from, or internalto the system, such as between an agent and a supervisor. Thisinnovative process allows agents or other authorized personnel to accesstext data and ability cross-reference the data to actual recordedmultimedia interactions which may be displayed and played back.

FIG. 8 is an illustration of a relational diagram as might be displayedon a display monitor, representing entities stored in the databasesdescribed. The blocks of FIG. 8 illustrate threaded text-blocks andtheir relationship to stored multimedia according to an embodiment ofthe present invention. Repository 187 comprises section 191 and 189 asillustrated in FIG. 7. Section 191 contains text versions ofinteractions that are related by such as chronology, issue,participants, company affiliation, and the like. The text documents andversions of non-text files, represented in this case by icons, are shownrelated by serial position. For the sake of clarity regarding theinnovative threading according to an embodiment of the presentinvention, a brief description of prior art threading follows.

Threaded dialog as is known in prior art involves a system of strings orthreads that are identified as being inherent to a single entity orsubject matter wherein the dialog (questions and replies) is about thatsubject or about a question or subject that an entity has brought forth.A threaded, dialog may be finite dialog (is closed at some point) or itmay be ongoing. Typically, a thread, which connects or associates thepieces of dialog, contains all of the dialog in the order that ithappened such as in chronological order. Threading may be implementedbased on other criteria as may be appropriate for a particular situationor by particular rules.

As previously described with reference to the background section, priorart threading techniques are confined to text such as with an on-linemessage board or the like. The inventor knows of no system that supportsfull multimedia interaction. The innovative implementation taught belowintegrates the text-based thread with stored multimedia interactionssuch that one may interact with the thread and access various storedmedia associated with the thread.

Referring again to FIG. 8, a customer 205 is illustrated as having twothreads. They are issue I and issue II. Customer 205 has an assignednumber XX-XX that identifies him or her with respect to the CINOSsystem. Issues I and II may comprise sales dialog, purchasing dialog, orany other type or purposed dialog as may be generic to the hostingenterprise. Customer 205 may well be a business contact, or even aninternal agent practicing dialog with a supervisor or the like.

A series of icons a-d represent the type of media stored for each textblock (text not shown). For example, issue I comprises first an e-mailtext followed by a fax text, WEB text, and V-phone text. In this case, atime stamp or other known method may be used to insure that each textblock is in order. Icons a-d are interactive pointers or links to theactual media interactions that they represent. That is, the first blockof e-mail text is associated with an interactive icon, in this case icona. By clicking on icon a with a pointer device, the actual e-mail may beaccessed and viewed. In an alternative aspect, not only the actualtransaction may be presented to a user for review, but related files mayalso be listed or otherwise presented for selection and review.

A logical link 207 represents cross-referencing capability betweensections 191 and 189. Dialog may be threaded according to a wide varietyof business rules. For example, a thread or string may represent dialogabout a customer, product, agent, group of agents, group of customers,and so on. An identifier is assigned to an entity and to all thecommunication events to or from that entity, or those in which theentity may have been involved such as a group discussion or chat. Inthis way all interactions may be organized and stored accordingly.

In one embodiment, keyboard commands could be used to cross-reference toactual media instead of icons. In another embodiment, text versions ofactual media are fully viewable with the text itself appearing ininteractive form whereupon a double click may call up the associatedmedia and so on. There are many variations within the scope of theinvention.

Although actual recorded media interactions are, in this embodiment,stored in MIS 189, there does not have to be two separate databases (onefor text and one for actual media). All data may reside in one databaseand be sectioned in storage. For example, one click on the customer namemay bring up text only, while a double click on the text brings up theassociated media.

In MIS 189, recorded multimedia interactions are represented by iconsI-IV and VI. For example element I represents all recorded Video phoneinteractions. Element II represents all e-mails. Element III representsall recorded COST interactions. Similar associations are made withrespect to elements N and VI which represent WEB interactions and Videomails respectively. WEB interactions IV may include on-line orders,requests, information forms, signed certificates, and so on.

Element V represents additional stored multimedia files dedicated to,for example, promoting the enterprises products or services. Promotionalfiles V may contain files of the form of any enterprise supportedmultimedia. These files may be tools that can be sent to clients uponrequest or perhaps periodically.

Referring again to section 191, element b located on the thread labeledissue I represents text from a fax. Because a fax is text-based and nota multimedia interaction, there is no corresponding media eventassociated with it. However, the fax is threaded into the dialogaccording to, in this case, chronological order. A short example of aproposed dialog concerning issue I follows.

Element a represents an e-mail sent by customer 205 to the enterpriserequesting pricing information. An enterprise agent responds with a fax(b) to customer 205 containing the requested information. Customer 205then places an on-line order (element c) along with a request forconfirmation via video phone (element d). Issue I may be closed at thispoint. Issue II may represent a threaded dialog concerning companyservice with regards to the customer order of issue I, or perhaps anagent-to-manufacturer dialog regarding how the order was handled withrespect to issue I.

In accordance with CINOS functionality as previously taught indescriptions above, data may be mined from repository 187 for thepurpose of enhancing service to customer 205. Mined data may be used toaffect routing of interactions, product promotions or advertisementsthat may be sent to customer 205. In some cases, mined data may effectnew dialog with a customer or business contact resulting in new threadadditions. A complete contact history with interactive linking to actualrecorded media enables the enterprise to resolve disputes more easily,better service the customer, and enhance profitability for theenterprise.

FIG. 9 is a process flow chart illustrating logical steps taken whenbuilding a threaded multimedia contact-history of communication-centerinteractions according to an embodiment of the present invention.Logical process steps as illustrated herein are meant to represent justone of many sequences which may be implemented when building amultimedia-threaded contact-history. Actual steps will depend onenterprise rules. In step 209, a current interaction to be recorded isidentified. Identifiers may include special passwords or codes foridentifying the contacts involved with the interaction. The media typeof the interaction is identified in step 211. If the media type isalready text-based, as confirmed in step 213, then the interaction isprepared for entry into a database such as section 191 of FIG. 8.Preparation may include such automated processes as scanning, mirroring,file conversions, and so on. Manual annotation via live attendants suchas attendant 201 of FIG. 7 may also be performed. In step 223, the textinteraction is entered into section 191 of repository 187 and takes it'splace along the associated dialog thread according to enterprise rules.

If the interaction is of the form of non-text media as identified instep 211, then the MIS section of repository 187, or section 189, isnotified to accept the input. At step 219, the non-text interaction isrecorded into section 189 of repository 187. This may occur in real timeas the interaction takes place, or some point after the mediainteraction was recorded.

In step 221, a text version of the recorded media or a text-baseddocument related to the transaction is rendered for storage into section191 as part of the thread. In some instances, as described withreference to FIG. 7, step 221 is automated via speech to text convertersand occurs at the same time or before the recorded multimediainteraction is entered into section 189. In other instances, textversions of multimedia interactions may be rendered after the recordedinteraction is stored. A live attendant such as attendant 201 of FIG. 7may be assigned to parse video and or audio for applicable text. Suchparsed text is entered into section 191 and takes it's place along thethread as was described above.

In all cases, an identifying medium is used to assign portions of anongoing dialog to the proper location along a thread as well as provideidentification to actual recorded media for cross-referencing such asmay occur during a system audit or contact review. Further, theappropriate icons and or links are created and associated to enteredtext wherein actual multimedia may be cross-referenced in interactivefashion. Hence, the type of media may be readily identified by anauditing or reviewing agent simply by browsing the threaded text withaccessibility to the recorded events made by interactive method such asclicking an icon with a pointer device as was previously described. Asan additional benefit all of the threaded dialog, whether text based ornot, is rendered in a form that data mining may be used to create manyuseful relationships and to derive much useful information from thestored data.

It will be apparent to one with skill in the art that the order andspecific function of logical steps as taught herein may vary accordingto the type of enterprise, existing enterprise rules, and so on. Forexample, instead of threaded dialogs being inherent to a specificcustomer with the dialog being about the customers interactions, it maybe specific to a particular agent with the dialog about the agentsactivities. Such differences in thread assignment may be incorporatedinto one rules-based repository.

Interactive Multimedia Viewers and Applications

In a preferred embodiment of the present invention, CINOS userscomprising such as customers, agents, and business associates areprovided with innovative multimedia applications that are containers fordedicated multimedia viewers enabling a particular user to perform adedicated function or functions including gaining access to and viewingmedia from selected areas of CINOS data storage. Provision of suchapplications allows any objective to be gained regarding virtually anyaspect of the enterprise. These interactive applications are built froma parent application or container that may contain all of theinteractive modules that may be desired to effect a specific applicationto be presented to a user having a need for such an application.

According to various embodiments of the present invention, which aredescribed below, the multimedia applications may be adapted for suchtasks as placing orders, previewing products, determining customerprofitability, calculating sales volumes, reviewing agent performances,or any other enterprise-conceived objective. The abilities andconstraints applied to these unique applications are limited only by theimagination, and tools available to an authorized programmer or worker,such as a knowledge worker, who creates the applications.

FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a diagram of a created IMA applicationaccording to an embodiment of the present invention. An IMA tool kit 225is provided to an authorized programmer, which may be a knowledgeworker, for the purpose of creating special multimedia applications suchas an IMA 239 (illustrated within tool kit) for users of CINOS, whereinusers may access and interact with certain pre-selected data for thepurpose of reaching decisions and performing certain dedicatedobjectives as may be defined by enterprise rules. IMA tool kit 225contains executable codes or modules represented as building blocks bythe inventors. These modules may be used by themselves for certainfunctions, or may be linked to each other to provide additional functionin a programmed order. A good example of such a module would be acombination of COM codes used to build an interactive graphicalinterface (module), and the like.

Among these functional modules are interactive media viewers (IMV's) 227which are provided and adapted for viewing certain media supported bythe enterprise hosting a communication center employing CINOS. Supportedmedia types may include but are not limited to telephony (traditional orIP), interactive voice response (IVR), e-mails, WEB embedded interfacesor forms, faxes, chat programs, multiparty threaded discussions, etc.IMV's 227 are unique in the fact that they are dedicated viewersincluding an interactive layer that enables viewing of only pre-selectedmedia as defined by enterprise rules. For example, CINOS users may beassigned an identification code or number which will also be tagged toall of their stored interactions as described elsewhere above withreference to FIG. 9. These codes may be used to associate individualswith limitations and constraints from viewing media that is not part oftheir own contact history (for example). Other limitations orconstraints may also be applied to IMV's 227 as may be conceived andimplemented by a programmer such as playing or viewing interactions ofcertain dates, playing or viewing interactions about certain subjects,and so on. An editable software layer inherent to each viewer enables aprogrammer to build such constraints into a particular viewer, and toadd the edited viewer to an IMA

Application Program Interfaces (API's) 229 are provided to allow a userto send obtained data or calculated results to connected peripheraldevices or software modules or applications as may be required foroperations such as printing, faxing, sending over a network, etc. If itis desired by enterprise rules, for example that a customer be able toprint certain text or graphic information obtained through IMA 239, thenthe appropriate interface may be provided.

Database Access Modules (DAM's) 231 are provided for allowing access tonormally restricted databases that may be connected to CINOSarchitecture. Such databases will of course include multimediainformation systems (MIS), customer information systems (CIS), which mayalso include contact and agent associated data, external databases suchas may be hosted by the enterprise, and so on. Constraints may beapplied to DAM's 231 pertaining to which and or what portions of certaindatabases may be accessed by an application.

Programming language modules 233 are provided and adapted to facilitatethe type of platform/system that an IMA such as IMA 239 will be createdfor. One IMA such as IMA 239 may be adapted to run on a variety ofsystem types and platforms. System platform modules are provided asAPI's for intended supported system/platform combinations. Mathematicalfunction modules (MFM's) are provided and adapted to interact with CINOSdatabases for the purpose of performing pre-selected calculations suchas cost averaging and so on.

In this particular embodiment, IMA 239 is a finished application readyto be distributed. IMA 239 contains default display modules (not shown)for the purpose of enabling computer screen display on a user's systemas is known in the art. IMA 239 may be stored in a special applicationsserver (not shown) connected to the CINOS network either at WAN level orat the level of the hosting communication center. The method ofdistribution for IMA's such as IMA 239 may be of the form of a WEB-basedclient presentation to a user such as in customer window 135 of FIG. 5,for example. IMA 239 may also be of the form of a browser plug-inaccessible via a server such as may be the case with a specialapplications server as described above. In other instances, suchapplications may be made a part of an agent's desktop and so on. Thereare many and varied possibilities.

In this particular embodiment, which is exemplary only, IMA 239 is ofthe form of an interactive purchase guide for bulk paper products asillustrated via underlined title. IMA 239, in this example, is logicallyseparated into two distinct operations or functions. These are operation241 and operation 243. Operation 241 is a product preview interactiveguide, while operation 243 is an order guide. The number of operationsbuilt in to an IMA such as IMA 239 will depend upon the intended purposeof the application according to enterprise rules.

For exemplary purposes, assume that IMA 239 which is, in this case, apurchase guide for bulk paper products, is to be presented to acorporate buyer who is new on the job. Because he is new, he may beuncomfortable with his own knowledge of how much or what kind of paperto buy. His predecessor may have a long purchase history with theenterprise. Therefore, he requests an IMA such as IMA 239 that willallow him to preview products, browse the past purchase history of hispredecessor, and perform a calculation that averages, by month, the lastyears paper purchases made by his company.

According to enterprise rules, IMA 239 adheres most closely to thebuyer's request. That is, It allows for preview of products (241), andleads the buyer toward an order (243). IMA 239 may, in some instances,be designed specifically for one buyer if it is determined that hislevel of business contribution warrants it. However, in most cases, IMAapplications such as application 239 will be more generic withinterchange between different users accomplished with some editingperformed based upon the intended use of the application and userparameters.

A communication center may provide a number of standard IMA's with eachIMA adapted to a different objective. A communication center may alsoprovide custom-built MIAs for any specific purpose. A certain amount ofediting ability renders one IMA usable in more than one situation.

Referring now to IMA 239, as previously described, operations 241(product preview) and operation 243 (order guide) are available andrelated to purchasing bulk paper products. Operation 241 begins bypresenting two different platform options from which a user may select.A platform A may be a Windows platform, and a platform B may be a UNIXplatform. There may be more or fewer options regarding platforms.Similarly, applicable modules such as may be generic to a certainplatform are installed with each platform. In this way, one applicationmay be run on differing platforms.

An API, labeled as such, shown logically connected beneath platforms Aand B is illustrative of an interface for linked modules depended onplatform choice. A database module (DAM) is first logically connected tothe API module previously described. The DAM controls which database ordatabases may be accessed by IMA 239. A window shown immediately beneaththe DAM provides an edit interface wherein the author or programmer mayinsert additional constraints, such as allowing access to only certaindatabase sections and so on.

A mathematical function module (MFM) labeled as such is shown beneath,and logically connected to the edit window. MFM is adapted to allowprescribed mathematical operations to be performed relative to databaseinformation such as cost averaging, grouping by product preference, andso on. Various modules as have been described herein may bring upadditional displays on a user's computer if the module in questionoffers a choice of operation or returns readable results. Furthermore,standard preview modules (not shown) may be presented as object modelsand invoke standard viewers such as may be installed on the user'scomputer system.

An interactive media viewer block (IMV) shown logically connected toMFM, allows the user to view pre-selected media interactions that arepersistently stored in a database such as MIS 189 of FIG. 7. The IMVblock shown may represent a plurality of unique IMVs or a single IMV. Inthis case three IMVs are involved, and these are represented by theblocks labeled TXT (text), VID (video), and AU (audio). Each individualIMV has an edit layer wherein a programmer may apply limitations orconstraints relative to viewing capability. In some cases the samelimitations may be applied to all the IMVs of an application in oneediting sequence, such as by doing one edit and copying that edit toother IMVs. Although there are three illustrated viewer modules thatmake up the IMV in this example, more or fewer viewer modules may beused depending upon the intended use of IMA 239 and enterprise rules.

Although not explicitly shown, each IMV is editable through a softwarelayer. In this way, a user may be limited to viewing certain mediainteractions and transactions that are allowed via enterprise rules. Forexample, TXT viewer may only be able to view e-mails from the user andagent in a specific interaction thread, but not intermittent e-mails onthe thread that may be from agent to agent or supervisor to agent and soon. Because each interactor with CINOS has an identification, and allinteractions from or to them are so identified, these identifiers may beused in the edit layer of each viewer to constrain the user. In thisway, a user may be granted access to a history database and view onlyhis interactions without imposing on other users who share the system.Likewise, agents or supervisors charged with the task of reviewing theactivities of certain other agents may use applications such as IMA 239,adapted for the stated purpose, and be constrained in terms of whoseinteractions (agent's) may be viewed, and so on. In this manner full usemay be provided to specialized users without exposing otherwisesensitive formation that is not pertinent to the user or the purpose ofthe IMA.

Operation 243 created to allow a user to place an order for products is,in this case, a logical close for the previous operation. A modulelabeled Media Options may present standard media choices that theenterprise accepts for placing an order such as IP phone, e-mail, and soon. A connected text module (TXT) allows the user to send a quick textorder while on-line. A send button sends a completed order to theenterprise.

It will be apparent to one with skill in the art that an IMA such as IMA239 may be programmed for virtually any enterprise objective withoutdeparting from the spirit and scope of the present invention, such asthose already described. By utilizing pre-built modules instead ofwriting codes line-by-line, programmers may greatly increase theefficiency of application preparation and presentation to users. In manycases only slight editing is required to present a new application to aparticular user. By using COM, and other known conventions such as Java,applications are quickly assembled or modified as has been taughtherein.

FIG. 11 is a process flowchart illustrating logical steps for buildingan IMA for a user interacting with CINOS according to an embodiment ofthe present invention. The process described below is meant to be justone example of many differing processes that may be implemented whenbuilding and customizing an IMA such as IMA 239 of FIG. 10. The processcomponents and order of which they are assembled will depend largelyupon the type and purpose of the application being assembled andenterprise rules.

In step 238, the programmer or application author opens his tool kit.Such a tool kit may be part of tool kit 125 of FIG. 4 on a CINOS desktopinterface. In step 240, the author sets system and platform parameters.That is, he inserts the proper functional modules for use of theapplication on specific platforms and or system types. For example, theauthor may set up one application to run on more than one platform orsystem such as IBM and Macintosh. It should be noted here that if morethan one type of system is supported in one application, then theassociated modules will need to be included as well.

In step 242, the author selects a programming language module containinglibraries of known programming languages and codes. As known in the art,there are different programming languages used for different platforms.The author, in addition to building with pre-assembled modules, orbuilding blocks, may have to write certain functional code in thesupported language. In a preferred embodiment, the author has access tothese language libraries from within his tool kit.

In step 245, database access module(s) (DAMs) are selected and inserted.As previously described with reference to FIG. 10, these modules willdetermine which and what portions of databases may be accessed. In analternative embodiment these restrictions may also be a part of theeditable layer of IMVs. Step 247 covers mathematical functions relativeto selected databases. Mathematical function modules (MFM's) allow auser to perform pre-defined operations. MFMs may or may not be needed inan IMA. This step may be omitted if no such functions are requested by auser or otherwise required in an application.

In step 249, interactive media viewers (IMV's) are created using viewermodules adapted to view certain media of the type that storedinteractions comprise. An IMV is a module that may comprise one or morethan one media viewer. Each of these viewer modules are editable (viasoftware layer) and may function alone or as a component of a largermodule (comprising more than one viewer).

In step 251, closing modules are inserted to complete the application.For example, order modules are one example of a closing modules. Modulesadapted to return displayed results would be another example. Moreover,peripheral device API's may be inserted to allow results to be printed,faxed, sent over the network, etc. In this way, a supervisor reviewingthe performance of a group of agents may report to other concernedparties such as managers, enterprise board members, or the like.

The example as illustrated herein is basic but is deemed adequate by theinventor for illustration of one typical IMA building sequence. Thedescription and order of steps may vary considerably.

IMA's such as IMA 239 are transportable over a network and may be storedon a special applications server at network level, or within thecommunication center. In some embodiments, user's will be connected tothe Internet when using IMA's allowing CINOS access. In otherembodiments, agents may access CINOS resources while working off-linewith respect to the Internet. In such cases, logging on to CINOS isstill required.

It will be apparent to one with skill in the art that IMA 239 as taughtherein is interactive and displayable on a PC/VDU that is logged intoCINOS through a WAN. However, this is not specifically required topractice the present invention, but rather preferred. Other embodimentsmay include presenting a CTI interface such as an IVR wherein a user mayinteract with the application via voice or touch tone response.

In still another embodiment, such applications may be presented viaexternal media such as on a floppy disk(s) or CD-ROM wherein a user may,by inserting the disk or CD, obtain the ability of accessing theenterprise via WAN, gaining access to CINOS, and performing an objectivewith the IMA.

Stored-Media Interface Engine (Interaction Object Model)

An object of the present invention is to allow certain CINOS systems toutilize data, such as data about customers, contacts, businessassociates, products and agents, to accomplish objectives and to effectimprovements in overall system performance. Such data must be utilizedvery quickly in order to aid in influencing such system objectives asefficient routing to clients based on client data, or as anotherexample, generating an updated sales-volume report based on an entirecustomer base's latest transactional history. Certain CINOS automatedsystems will have to be able to make decisions in a time frame thatwould not be sufficient to allow physical accessing of actual media.Therefore, an innovative interface between stored multimedia data andvarious CINOS intelligent systems is provided and taught below.

According to a preferred embodiment of the present invention, astored-media interface engine is provided in the form of an interactionobject model (IOM). This unique convention provides a system-accessibleabstract of all stored interactions within a multimedia communicationcenter.

FIG. 12 is a block diagram illustrating a relationship between a massrepository 263, an interaction object model (IOM interface) 253, andseveral data-interaction systems according to an embodiment of thepresent invention. Interaction object model (IOM) 253 functions as amemory-based interface-engine between mass repository 263 and a varietyof CINOS data-interaction systems illustrated in this example ascustomer information system (CIS) 255, audit system (AT SYS) 257,routing system (RT SYS) 259, and automated services system (AS SYS) 261.It will be apparent to the skilled artisan that there may be manydifferent interaction systems, and the ones illustrated here areexemplary.

Repository 263 is analogous to mass repository 187 of FIG. 7. It islogically divided into two sections. One section is for threaded textlabeled Text-Based Data, and one is for multimedia storage labeled MISDatabase. All of the communication center's interactions andtransactions in this example are persistently stored in repository 263.

Automated CINOS systems such as systems 255 through 261 are adapted tointeract with data stored in repository 263 in order to perform theirintended functions related to CINOS operation. For example, CIS 255 usesdata in repository 263 for presenting information to agent's at the timeof or ahead of a live interaction. AT SYS 257 has to access and processdata for generating system audits. RT SYS 259 requires data forintelligent routing purposes. AS SYS 261 uses data to update andconfigure services such as faxes, e-mails, voice messaging, and thelike.

IOM 253 is adapted to function as an interface between repository 263(hard data) and the data interaction systems as described above. IOM 253is an object model comprising objects as representations of stored filesin repository 263, such as non-text files of recorded transactions. Eachobject making up the model is a representation of one such file. In apreferred embodiment, IOM is a COM-based model with which other CINOSCOM-based applications may readily interact without language conversioninterfaces. However, m other embodiments, API's may be provided wherelanguage differences are present.

IOM 253 has various capabilities in various embodiments which mayinclude, among other functions, a search function 265 adapted to acceptparameters as a guide to obtain requested information from IOM memory(element 275). There is in this embodiment a data-mining function 267adapted for mining hard data and converting mined data into suitablecode for applying to memory objects (represented interactions). Adisplay function 269 is adapted to enable data results to be displayedon suitable screen monitors which may be associated with various datainteraction systems as previously described. An API function 271provides appropriate interface for linking interaction-data systems suchas systems 255-261 to IOM 253. An edit function provides editing abilityto object parameters by system applications which may, in some instancesbe automated, or, in other instances, manned by administrators orknowledge workers. An object memory 275 is a single file containing allof the objects which represent all of the communication center's storedinteractions.

IOM 253 is run in much the same way as a standard relational objectmodel as is known in the art, except that it is confined to text dataand capable of multi-tasking (performing multiple simultaneous andunrelated functions) with respect to multiple system access. Anothermarked difference from a standard object model is the data miningfunctionality 267. In a preferred embodiment, function 267 may be usedto add additional data to IOM memory in real time.

IOM 253 uses metadata, meaning data about data, in it's abstractrepresentation of hard data files stored in repository 263 similar toother data warehousing systems. Such metadata may be, in someembodiments, compressed in memory for economy in storage. In a case suchas that described above, a compression and decompression function wouldbe added to IOM 253. IOM 253 utilizes memory area 275 for storingmetadata objects a-z as illustrated. Metadata objects a-z, asillustrated, each represent a single transaction or interaction filestored in repository 263. Hence, the number of actual objects stored inmemory 275 will equal the number of interactions stored in repository263, if every stored transaction is shadowed in the IOM.

IOM 253 is innovative in the fact that it is an object model interfaceused as an accessible abstract representation of hard data files.Therefore, data-interaction systems may typically utilize IOM 253 inperforming their dedicated functions without accessing any hard datastored in repository 263. The inventor knows of no system wherein datasystems may obtain stored information to aid their dedicated functionsin the manner and with the apparatus described above.

Memory 275 is typically located in repository 263 as is the rest of IOMfunctionality as illustrated via directional arrows emanating fromrepository 263 and pointing to a separate IOM 253. Software adapted tocommunicate with IOM 253 (not shown) may reside in each of thedata-interaction systems 255-261 as illustrated via directional arrowspointing to API function 271. The above described relationship is notspecifically required to effect the goal of the present invention, butrather preferred in it's practice. IOM 253 may reside on a separatedatabase that is linked to repository 263. Similarly, API function 271may contain all of the necessary components for interface with allcommunication center data-interaction systems without requiring eachsystem to host software. There are many differing architecturalpossibilities.

According to an embodiment of the present invention, IOM 253 iscontinually updated in real time as interactions may be stored ordeleted in repository 263. Rules-based routines determine what type ofdata will be used in each meta-data object stored in memory 275.Typically, enterprise important information such as client ID, clientparameters, transactional analysis (such as profitability rating),credit rating, and so forth, will accompany more interaction-specificdata, such as media type, interaction date, participating party ID's andtheir parameters, and any parsed information specific to the interactionand known to be required by one or more of the automated services.Interaction-specific information may include interaction purpose orgoal, interaction results such as purchase information, resolved issueinformation, and so on.

Memory objects, such as objects a-z representing interactions, are notonly identified with regards to involved parties as previouslydescribed, but may also be identified and associated according to thecommon thread order of interaction as represented in repository 263, ormore specifically, the text-based portion which is threaded dialog.

It will be apparent to one with skill in the art that an IOM such as IOM253 may be utilized with databases other than repository 263 withoutdeparting from the spirit and scope of the present invention. Forexample, IOM 253 may also be used as a system interface to productinformation databases, external knowledge databases, or virtually anyother database such as may be connected to CINOS or a similar operatingsystem.

FIG. 13 is a flow chart illustrating interactive steps associated withIOM functionality according to an embodiment of the present invention.The following basic example of IOM functionality is meant to illustratejust one possible sequence of logical steps taken when utilizing IOM253. This example should in no way limit the present invention in termsof the broadest scope to which the present invention should be afforded.

In step 277, a request to access an IOM such as IOM 253 of FIG. 12 isreceived from a data-interaction system such as RT SYS 259 of FIG. 12.In step 279, the IOM is activated to receive commands related to adedicated operation or pre-defined process. Activation in this sense isdefined as activation to receive from or communicate with a specificrequesting system.

In step 281 commands are sent to the IOM for the purpose of initiatingIOM functions as may be desired. In step 283, the IOM performs therequested function or functions. In this case, the function or functionsare adapted to provide information to be used in routing of a newinteraction. A simple example of a routing-related function would be toreturn the information associated with the identified client's last 5interactions in order to determine a best fit agent to accept the newinteraction. If it is determined that the last 5 interactions areleading to a purchase, and the prominent agent involved in the last 5interactions is identified, then the new interaction may be held forthat agent in the hopes that statistically, he is more likely to obtaina new order from the client. However, if the last 5 interactions arestagnant or leading away from a purchase, than the interaction may berouted to a new agent, perhaps with more skill at motivating clients tobuy, and so on.

In step 285, displayable results from performed functions are returnedto requesting systems. In some instances, results will not be requiredto be human readable or to be displayable on a monitor. However in otherinstances, this may be required such as an instance wherein data about aclient is forwarded to the receiving agent ahead of the clientsinteraction.

It will be readily apparent to the skilled artisan that the processsteps described above may vary in number and description according totype of business, type of data-interaction system requestinginformation, enterprise rules, and type of data accessed. This basicexample is meant to provide a broad scope of functionality.

Interactive Modules for Managing Business Processes

In a preferred embodiment of the present invention, a multimediacommunication center operating CINOS according to previous co-relatedembodiments is provided, as part of CINOS, a means to initiate andmanage various business processes related to communication workflow.Such business processes are defined as enterprise-created applications,procedures and so forth, that are adapted to return a result or providea solution regarding an issue or request made by a client or otherentity.

As briefly described in the background section above, in a multimediacommunication center it is desired to automate business processes wherepossible and to be able to break down the processes into tasks andsub-tasks that are strictly controlled and timed. Prior art networksystems require considerable human intervention while proceeding with abusiness process while, for example, a client waits for a resolution.Similarly, more time is consumed because actual media and hard data maybe accessed and processed without the benefit of an abstractrepresentation of data (metadata) as discussed above relative to aninteraction object model (IOM). Therefore, an Interactive Process Model(IPM), is provided as a generic programmable module, which whencomplete, represents and conducts a defined business process. An IPMaccording to this invention has ability to obtain data from an IOM andto manage business applications in terms of timing and execution of maintasks and sub-tasks that are programmed according to enterprise rules.

FIG. 14 is a Gant table illustrating a pre-defined business processaccording to an embodiment of the present invention. A Gant table 287represents the tasks and sub-tasks of a business procedure, in this casequalifying an exemplary loan application, as they might appear on aprogrammers screen after an automated execution sequence has beencompleted. Gant table 287 will hereinafter be termed Interaction ProcessModel (IPM) 287 for the purpose of simplifying explanation.

IPM 287 is a programmable interactive engine as previously described.That is, one may program IPM 287 according to various tasks andsub-tasks that may be required for the execution of a particularbusiness process. After basic programming or set-up, IPM 287 has thecapability of accessing data from, among other possible sources, the IOMdescribed above, and using that data in the execution of it's intendedgoal. IPM 287 is innovative in the fact that it begins as a genericobject model (for example a COM container) in which a programmer may addspecific functionality (COM objects) to create a functional interfaceengine or model that may execute a timed business procedure according toenterprise rules.

Although IPM 287 is, in this case, a loan application process, such anIPM may be programmed to execute virtually any conceivable businessprocess that an enterprise may offer as a wholly or partially automatedservice to clients. IPM 287, in this example, is presented as a seriesof rows and columns comprising entry fields and return fields in a GANTchart. For example, before the desired functionality is inserted intoIPM 287, it is a generic COM model that is adaptable via programming forvarious business processes and resource interface as previouslydescribed. It will be apparent to those with skill in the art that a COMmodel and a GANT form are each simply exemplary of known devices thatmay be employed in practicing the invention

The format of entry and return fields presented herein is not requiredto practice the present invention. The inventor merely deems thisparticular format to be friendly to a programmer building the model andanalyzing the returns such as may be displayed on a computer screen. Atool kit aids a programmer with building and fine tuning an IPM such asIPM 287. Such a tool kit may be part of the programmers desk-top CINOSapplication such as perhaps tool kit 125 of FIG. 4, or may reside in andbe accessible from a server hosting a CINOS Manager application such asserver 77 of FIG. 1.

FIG. 14 is a GANT chart for a process executable by a CINOS operatingsystem according to an embodiment of the present invention. This chartin this embodiment is an interactive input and display and editinginterface wherein a programmer may program a business process havingdiscrete steps and sub-steps. It will be apparent to the skilled artisanthat such an interface is but one of a number of interfaces that wouldbe suitable for the purposes of the invention, and is meant toillustrate features of the invention. Broadly speaking, by listing stepsof a process in this chart along with parameters to be described morefully below, an application module is created which, by execution,performs the process step by step, and tracks completion of individualtasks, as well as providing reminders when and if allotted completiontimes are pending or exceeded, and so forth. It will be apparent to theskilled artisan that GANT processes may also be illustrated by flowdiagrams (typically PERT charts), and, in a preferred embodiment, thechart depicted in FIG. 14 may be converted to an editable GANT flowchart as well. For Example, standard products like MSProject Planner maybe used to generate a PERT or GANT chart, and by using certain labelsboth for steps and resources, the generated file may directly become anIPM Object.

Referring again to FIG. 14, a title row 289 comprises column headers anda link to a pop-up editing window that provides for entering steps andnecessary parameters. The pop-up window in a preferred embodiment hasinput fields for entering task numbers; specific action for the task,sequence and pre-requisites related to other tasks, allotted time tocomplete, and notification parameters, as well as a Cancel and a Savefunction. Through the input window a programmer can design and relateall tasks and sub-steps needed for a process.

Because IPM 287 is a container for COM objects, task objects may also beloaded as required by the programmer in order to set up the main andsub-tasks inherent to the process as previously described such as bydrag and drop method as is known in the art. For example, certainobjects or modules to be inserted are for access to certain data fromthe IOM, while other objects are adapted for accessing certain otherdatabases or resources, or for performing certain process-relatedfunctions.

A variety of notification/command modules may be inserted into IPM 287according to possible results or states that may appear during processexecution. The actual module that will be invoked will depend in part onthe programmer, and in part on the process sequence. Some of the windowsare return windows that return results during execution of the process.These are windows in the columns labeled time begin, time end, andactual time.

In this embodiment, as a programmer enters new steps and sub-steps inbuilding a new application module, the step numbers with name andgeneric parameters appear as new rows. When the last step is entered andconfigured the GANT chart is complete, and the process is ready toinvoke and execute.

A completed chart is editable in the sense that steps and sub-steps maybe altered, added, deleted, and the like, along with names, allottedtimes, action parameters, and the like. A programmer may thereforeselect an existing application module and edit it to save as a newapplication module.

When a module is complete the application created may be stored andrelated to other tasks such that the application may be called whenevernecessary to perform functions for the operating system. Such processingwill typically be transparent to agents, clients, knowledge workers andthe like, but on certain occasions, by need, a chart may be displayedwhile a process is running or for other diagnostic purpose.

In general, building modules (objects) contained in a programmers toolkit are generic to the basic processes being created by the enterpriseincluding standard interface and command objects to other resources orCINOS systems. These building objects used to program IPM 287 may beprovided by the provider of the CINOS system according to the generaltype of business and system architecture used by the enterprise. In oneembodiment, an enterprise programmer may create the building objectsaccording to desired enterprise functionality and custom CINOSarchitecture. Therefore, one CINOS system software package may beprovided specifically for a loan company while another CINOS systemsoftware package may be provided for an investment firm and so on.

Referring now back to FIG. 14, as a programmer defines steps andsub-steps as tasks to be performed, he/she is setting up the main tasksand sub-tasks that the application will perform when executed. In thisparticular example, task 1 is a pre-qualification task for a loan asevidenced by the name Pre-Qual in window 291 in the Name column.

Task 1 comprises 3 sub-tasks, namely sub-task 1 a, sub-task 1 b, andsub-task 1 c. Sub-task 1 a comprises a module for obtaining data from ageneral credit field such as may be stored in a database and representedvia metadata in the IOM described above. Hence, sub-task 1 a wouldcomprise the necessary modules or objects for interface with the IOMpreviously described above and for obtaining general credit data whichmay be an enterprise rating system code derived from actual creditreports. Additional related data may also be accessible in step 1 a suchas a list of creditors, payment history, and so on. Step 1 b providesaccess to data about credit to the enterprise, and step 1 c providesaccess to data about income such as total monthly income, source ofincome, etc. In this way, main task 1 may be completed by executing thesub-tasks 1 a-1 c.

In building an IPM such as IPM 287, a goal is to provide an interfacingprocess application that may execute and perform an entire businessprocess from start to end according to CINOS constraints, timeconstraints, and enterprise rules. Once completed, tested, and finetuned, an IPM such as IPM 287 may be used as a functional model for thebusiness process that it represents.

Column 293 represents a time that each step and sub-step beginsexecuting within the CINOS system. Numerals illustrated in column 293represent units of time expired as the process is executed. For example,Main task 1 named Pre-Qual begins at 0000 (the time that the applicationis invoked). A client who is requesting a loan via telephone or othermedia may invoke IPM 287 thus beginning it's automated execution whilethe client waits in queue. In some embodiments, wherein a client is notlive in queue, an agent may initiate the process based on a not-liverequest such as an e-mail or fax. In general the time displayed inwindows under TIME Begin are returns only, based on the actual timesrelated and previously required steps are completed. That is, typicallya task will not begin at a fixed time from 0000, but will begin as soonas pre-requisite tasks are all completed.

Windows in column 295 show the time that a step actually ends. This istypically a return window as well, and the time displayed will be thebegin time plus the task elapsed time to completion. The programmertypically allots a time for each task, and the actual time may be moreor less than the allotted time. Other actions may be invoked in the casethat the actual time exceeds the allotted time.

All sub-steps under a main task typically are allotted time increments(according to completion goal) of the allotted time for the main tasksuch that the their sum equals the time allotted for the main task. Thepurpose for allotting time segments for each task and sub-task is sothat efficiency improvements may be pursued with regards to clientwaiting and system performance and that interfaces with other systemssuch as routing systems or the like are handled smoothly. The timeallotments, as described are in effect, time goals set by theenterprise. Time modules (not shown) are COM tools inserted by theprogrammer.

Windows in column 297 represents return fields that return actualelapsed times associated with each task and sub-task. For example, Maintask 1 (Pre-Qual) began at time 0000. Allotted time for main task 1 is0010. Main task 1 was actually completed at time 0008 or 0002 ahead ofschedule. As is the case with column 295 (Time End), times in which theassociated sub-tasks are completed are increments whose sum equals theactual time for the main task to obtain completion.

Windows under column 299 contains notification fields under thename-field Notify, which is part of title row 289. If there are noproblems in the execution of a task or sub-task then notification isgiven to go on to the next task or sub-task. However, if there areproblems in execution such as operation time out, or insufficient datafor return, then a suitable notification-command may be given to thesystem such as return to agent, repeat prior task or sub-task, and soon.

It is important to note here that according to enterprise rules,notification may include stopping the process and requesting humanintervention, allowing more allotted time for a task or sub-task tocomplete and then repeating the task or sub-task, or any variety ofother options.

In this example, IPM 287 comprises 4 main tasks of which main task 1 hasalready been described. Main task 2 is determination of loan type. IPM287 may comprise tasks or sub-tasks that may be executed in parallelunder certain circumstances. Such is the case with part of main task 2or more specifically sub-task 2 a. For example, choices and dataregarding loan type, amounts of loan, purpose for loan, and the like maybe held in a separate section or database such as product database orthe like. Therefore the multi-taskable IPM 287 may begin main task 2upon invocation at time 0000. However, because a sub-task 2 b requiresthe same data obtained with regards to main task 1, it cannot beginuntil main task 1 is complete or at 0008 as indicated in column 293.

A sub-task 2 b 1 is depended from sub-task 2 b and is a data sortingoperation. An example would be the sorting of assets from liabilities.Sub-task 2 c allows insertion of data on a selected interactive ormultimedia loan application in an automated fashion. Hence, the first 2Main tasks and their associated sub-tasks pre-qualifies a client andobtains and inserts required data into an interactive application. Forthe purpose of this example, there have been no errors or problems withthe first 2 main tasks allowing all notifications to proceed with theprocess without human intervention.

IPM 287 includes a main task 3 for post qualification and datavalidation. Such a task may be required according to enterprise ruleswith a system recommendation to be returned regarding weather or not aparticular client should qualify. It should be noted here that a smallamount of time elapses between a main task and a first sub-task withregards to main tasks 1-3 this is meant by the inventor to show systempreparation time to execute to first sub-tasks.

Under main task 3, a sub-task 3 a validates income. For example, aclient's income data, instead of being current, may be out of dateaccording to a time constraint imposed by the enterprise for updatingincome data in a database. If this is the case, then a suitablenotification may be made to the system. The process may be temporarilyhalted due to the notification while an IVR interacts with the client toprovide more current data. After the client has provided the data, it isupdated to the IOM and sub-task 3 a may be repeated. In someembodiments, subsequent tasks or sub-tasks in a process may be executedwhile an IVR solicits more data from the client provided that they arenot critically tied to the problem task or sub-task that could not becompleted.

A sub-task 3 b validates the applicant's source of income, perhaps byaccessing a current database containing employment records provided bythe client's employer. In one embodiment, an automated out-dialer may beused to contact the employer. When connection is made, the call may betransfer to an IVR or a live attendant so that validation may becompleted. In some cases this will take more than the allotted timeshown in this example because human intervention is utilized. In suchcases where it is known or perceived that human intervention will berequired, then more time will be allotted for the planned purpose.However, if the required data is supplied ahead of the loan applicationand stored for access by IPM 287, no human interface will be required.

Similarly, a sub-task 3 c may prompt the client via IVR or liveattendant for inclusion of any added income such as may not be indicatedin data storage such as spousal income, an additional job-income source,and so on. Such IVR or live attendant interaction may be part of theloan procedure with appropriate time allotted to complete suchprocedures and not specifically the result of a problem or notification.Therefore, the amount of human intervention included in a businessprocess such as represented by IM 287 may be dictated by enterpriserules.

A sub-task 3 d calculates the debt to income ratio and other requiredcalculations or manipulations of data and then makes a systemrecommendation, based on the calculation and enterprise rules, to theagent to which the client will be transferred for closing. Hence, thenotify field for sub-task 3 d is labeled present. Upon receiving thepresent notification, the system forwards the information (completedloan application) to an agent ahead of the client's call. An interfaceto the automated routing system enables IPM 287 to determine which agentwill receive the client out of queue.

A main task 4 is simply to display, on an agent's graphical userinterface (GUI) a completed copy of the loan application associated withthe client's identification and incoming call. The notification fieldreturns END at task 4 because it is the end of the procedure. At thistime, a copy of IPM 287 with all of the fields complete may be sent tothe programmer or system administrator as indicated on a top rowcomprising the label field (loan application), Time begin field (0000),Time End field (00305), Actual Time field (00255), and an updatenotification option labeled Update.

In this example, the actual time of 00255 for completing a loanapplication and routing it to an agent is 0005 ahead of the allottedtime or goal time. The programmer may elect to update IPM 287 as themost efficient model yet created thereby using it again for subsequentapplications, or he may elect to fine tune IPM 287 further based on theinformation provided in the returned model.

Each Interactive Process Module created is adapted to operate with aCISNOS operating system according to the present invention. As such,each completed module is callable by the OS when needed to perform itsprogrammed function. Further, each module is provided with one or moreinputs to be able to perform its function. In the example of qualifyinga loan applicant as described above, the required inputs will be such as(a) potential borrower's identity, (b) type of loan desired, (c) amountof loan requested, and (d) payback period requested. Moreover, eachmodule is adapted to interact with other CMOS modules. For example theloan qualification application described is adapted to access othermodules, such as the IOM, using the potential borrower's ID as a key, torecall information, such as income information. Generally speaking,process modules will have, then, certain commonalties, such as at leastone defining input, a task to be performed based on input, and a resultto be returned, as well as a facility for returning the result. Suchresults may in some cases be Yes/No, a recommendation or the like, andmay be either displayed for a recipient or used as a further input toanother Interactive Process Module.

It will be apparent to one with skill in the art that one IPM may beemployed for one business process containing various secondaryalterations to the generic process without departing from the spirit andscope of the preset invention. For example, a mortgage loan may havediffering tasks and sub-tasks than an auto loan and so on. However,because access to system repositories and resources are similar in mostloan processes regardless of type or amount of loan, modules may beinserted that cover the options. Moreover, separate business processesmay be run from one IPM as long as the required modules are present andoperational.

It will further be apparent to one with skill in the art that thepresent invention may utilize a convention other than COM such as byJava applet or the like.

As previously described, IPM 287 is innovative in part because a genericapplication or model may be used for building several differingautomated processes, and because it breaks down a process into tightlycontrolled tasks and sub-tasks that are executed in concert throughinterface with other CINOS systems. As a result, complicated businessprocesses may be executed within CINOS much faster and more efficientlythan with prior art systems. Furthermore, processes may in manyinstances be wholly automated and integrated with system routing andother intelligent services.

Diverse Interaction Model

In a preferred embodiment of the present invention, a multimediacommunication center is provided, as part of CINOS, including aninterface engine or model that allows communication-center interactionsresulting from diverse interaction paths to be recorded and entered asthreaded dialog in concert with threaded dialog from more conventionalinteractions such as are recorded and entered via multimedia threadingas described above.

For the purpose of this specification, a diverse interaction path meansa non-routine, or less-routine type of communication path that istypically more complicated than a conventional interaction path such asa multi-agent conference or in-place discussion regarding an enterpriseclient or issue generic to the client. Another example would besimultaneous communication between two or more agents with outsidevendors to assist a client who is live and in queue. Yet another examplewould be a multi-client discussion group organized around a commonlyshared issue or product. It is desired that such dialog or dialogsincluding associated media is made a part of an accessible contacthistory wherein the diverse interactions may take their place among themore conventional interactions making up a customer or issue-specificmultimedia thread in a database or contact history.

CINOS manages traditional interactions according to a multimediathreading technique taught above wherein various methods, including theuse of a live attendant, are used to record, parse and enter interactiondata into the contact history. Such dialog is threaded and associatedwith actual recorded media through use of icons or links whereby, uponinteracting with such links or icons, one may have access to actualstored media. However, as interaction paths become more diverse andcomplicated, as in the examples provided above, it becomes apparent thatadded functionality and innovation is needed to enable efficientorganization and recording of such data into the contact history so thatnot only are primary dialogs and associated media simple to access, butalso secondary dialogs and media resulting from more diverseinteractions.

Interaction dialogs among second and perhaps third parties involved in atransaction, such as perhaps a contract negotiation, may occursimultaneously and, in many instances, without inclusion of the primaryparties to the transaction or negotiation. Therefore, the prospect oflogically including those dialogs among the primary dialogs on a clientor issue identified thread is more complex. In one embodiment of thepresent invention, such functionality is provided via a unique eventhandler adapted to identify and organize such dialogs so that they maybe associated along the proper thread or threads in a contact history.

FIG. 15 is a block diagram illustrating functionality of an exemplarydiverse interaction model (DIM) according to the present invention, andit's relationship to other elements of an operating system such as theCINOS system described herein. In this particular example DIM 301 isprovided as an open interface capable of asynchronous interfacingbetween live interactions and other CINOS interfacing engines such asthe IOM and the IPM described above. In one implementation, as a COMmodel, DIM 301 is a programmable interface wherein functionality may beinstalled according to specific enterprise rules.

The example provided herein is meant to represent just one possibleinteraction set that may be tracked, recorded, and made a part of acontact history of a communication center utilizing CINOS. Diverseinteractions, as previously described in the background section anddescribed with examples above, may include virtually any conceivableinteraction or group of simultaneous interactions that may comprise morethan a simple one-on-one interaction whether incoming, out-going, orinternal communication using any supported media.

Also, the exemplary DIM of FIG. 15 is shown with a number of functionalcode sets for accomplishing certain ends, such as assigning ID totransaction partners and the like. In FIG. 15 these functions are shownas within the boundaries of the DIM. This is not meant to limit the DIMmodel to having complete code sets as a part of each DIM. In reality,such code may be programmed as a part of a DIM in some instances, and inother instances the DIM is provided with ability to call and useexisting code in CINOS. CINOS, as described elsewhere in thisspecification, has, for example, functional code for trackingcommitments and reminding parties to commitments of approaching andexpired time deadlines. DIM modules may be adapted to call this andother such operating code to accomplish purposes of the particular DIM.The location of functional code examples in FIG. 15 should therefore betaken only to represent the existence and use of the code, not whetheror not the code is resident in the DIM.

Referring again to FIG. 15 for exemplary purposes, assume that acustomer 305 who is a subscriber to CINOS is engaged in a purchasingprocess with a communication-center agent 1 as illustrated via indicatedlink 306. Perhaps customer 305 is negotiating to purchase a turn-keymachine shop operation that is being put together as a package by thehosting enterprise. There are, in this example, two other agentsinvolved in the process. These are agent 2 and agent 3 as illustrated.In order to provide a complete package to customer 305, the enterprisemust enlist the cooperation of 3 outside vendors who will each providekey components of the package. These are vendor 1, vendor 2, and vendor3. For the purpose of this example, it will be assumed that vendors 1-3are not subscribers to CINOS and are not connected to CINOS, although insome embodiments, they may well be subscribers connected to aCINOS-driven system.

A data repository 303 is provided as part of the CINOS architecture andis adapted to store multimedia and text-based interactions as well asproviding an accessible threaded history of communication-centerdialogs. Repository 303 is analogous to repository 187 of FIG. 7. Assuch, it is logically divided into two sections, one for storingthreaded dialog, and text-based media (Text-based Data), and one forstoring recorded multimedia interactions (MIS Database) such as may haveoccurred with respect to enterprise activity.

As customer 305 converses with agent 1, the conversation is beingrecorded and entered into MIS database while a text version is beinginstalled on a dialog thread assigned to the customer in the Text-baseddata section of repository 303, as described above. The recording andstoring of this simple interaction is accomplished as described withrespect to embodiments presented with reference to see FIG. 7 and thetext describing FIG. 7 above. However, interactions between otherinvolved agents and vendors are important to the enterprise in terms ofselling the machine shop, and to the customer in terms of insuring thatevery angle is covered with respect to his planned purchase.

DIM 301 allows these additional diverse interactions to be recorded andincluded on the dialog thread belonging to customer 305 in repository303. DIM 301 is adapted, in this embodiment, to assign CINOSidentification code to each outside vendor such as vendors 1-3 asillustrated via a function module 309 labeled as Temporary Vendor ID.This identification may be accomplished in a variety of ways such asperhaps attaching a unique code to a vendor's parameters which mayinclude phone numbers e-mail addresses, IP addresses, company titles,etc. The identification may be temporary, such as for a time periodcovering a series of planned interactions, or permanent depending onenterprise rules. In this way, CINOS may track and identify allcommunications to or from vendors 1-3. Because agents 1-3 and customer305 are subscribed to CINOS, they have permanent identification as doall their enterprise interactions.

Part of DIM 301 allows for in-place agent collaboration or discussionvia function module 307 titled Agent Collaboration. Function module 307may be an existing multimedia chat program that may be based in avariety of media such as audio, video/audio, or text. Agents 1-3 areillustrated herein as engaged in collective collaboration via module307. An on-screen computer discussion would be a likely venue for suchcollaboration.

Agents 1-3 in this embodiment are illustrated as being engaged inconversations with vendors 1-3 respectively as illustrated via linksconnecting the agents and the vendors. For example, agent 1 may beconversing with customer 305 via COST phone, while engaged with vendor 1via DNT phone such that the DNT conversation is not audible to customer305. This may be accomplished via methods known in the art such as aprogressive hold button or switching device. Agents 2 and 3 aresimilarly engaged with vendors 2 and 3 respectively. In this case,agents 1-3 are soliciting assurances that vendors 1-3 will have noproblems with availability and delivery of their respective parts of theturnkey package. Perhaps exact parameters are being worked out as wellsuch as just-in-time delivery date assurances and so on.

As agents 1-3 obtain required information from vendors 1-3, they arecollaborating and sharing the information via in place discussionthrough interactive function module 307. As the agents finishcollaborating, agent 1 may relay such information as may be desired tocustomer 305 via COST connection and perhaps acquire a purchase orderfor the machine shop. Hence, a complicated series of interactions withmultiple parties has transpired in a comparatively short period of timein order to aid customer 305 in making a decisive purchase withoutongoing and periodic communication being necessary over a much longertime. It should be noted here however, that multiple Simultaneousinteraction as illustrated in the example is not required to invoke theaid of DIM 301, or to practice the present invention. The inventorintends only to show that invoking DIM 301 to aid in organizing andthreading dialog from the above described diverse interaction may bebeneficial in this instance. The exact parameters and functionality ofDIM 301 will of course depend on enterprise rules.

Coordinating and threading dialog from the multi-party interaction isperformed, in this embodiment, via DIM 301 as was previously describedand will be further detailed below. Supplied interface modules withinDIM 301 provide command capability to other CINOS routines. One of thesemodules is an IOM interface 311 that may obtain data from the IOMregarding customer 305, vendors 1-3, or other related data, and relaysuch data to agents involved in the above described transaction such asagents 1-3. Similarly, an IPM interface 313 may obtain data such as maybe processed in conjunction with any automated process that customer 305is engaged in and mirror such data to agents 1-3 as may be required. Anexample would be perhaps mirroring data processed by an IPM handling thecustomer's overseas shipping information or the like.

Because each participant to the dialog is identified, and all of theinteractions are identified, they may be time-stamped and organizedaccording to such identification or identifications by an interactionsorter module 312. Agent 1 and customer 305 may, in some embodiments,maintain priority on the thread in which the turnkey purchase dialog isa part. However, because the threaded dialog supports multimedia, andmay accept additional information, secondary dialog resulting fromagents during collaboration and agents to respective vendors may beinserted onto the customer's thread according to any enterprise rule.Interaction sorter 312 may organize the secondary interactions accordingto identification parameters, add a time stamp, and sort according tochronological order. If simultaneous interactions are taking place suchas was the case in this example, then they may be sorted by involvedagent ID and threaded sequentially as dialog groups such as allinteractions of agent 1, followed by all interactions of agent 2,followed by all interactions of agent 3, followed by all agentcollaboration dialog.

The dialogs may be logically inserted on the thread of customer 305 viaa dialog insert module 314 which is a command interface to various dataentry systems such as may be associated with speech to text converters,automated fax systems, e-mail systems or the like. Module 314 may alsoprovide entry paths to live attendants for latter entry aftertranscription of video or the like.

Insert dialogue module 314 may, in some embodiments, provide forsecondary dialog to be entered on hidden threads marked by interactiveicons or markers inserted and adapted to reveal the hidden dialog whenselected, such as with a pointer device. In this way, primaryagent-customer dialog may be viewed separately from intermediateagent-to-agent collaborative dialog, dialogue with third parties, and soon. Interactive icons may also accompany such dialog for the purpose ofcalling up primary recorded dialogue. In this way a system auditor orother worker may review an involved transaction to insure that nothingwas missed or overlooked by various parties to the transaction. Also anaccurate record may later be printed out if required to settle a futuredispute or unresolved issue related to the transaction.

As an open interface, DIM 301 may be adapted to handle multipleunrelated interactions as they may occur within a multimediacommunication center. In another embodiment, separate DIM's may handleseparate diverse interactions. Similarly; there are many possibilitiesregarding the location of a DIM within CINOS architecture. For example,DIM 301 may be part of a CINOS manager application such as describedwith reference to server 77 of FIG. 1 (P3313PA). Moreover, DIM 301 maybe adapted to handle only diverse interactions as defined by enterpriserules, or may in fact handle all communication center interactions.

A schedule and reminder module 315 is adapted to notify CINOS when anidentified party to a transaction must fulfill a promise or scheduledtask associated with a transaction or negotiation. A universal CINOSdata and time function tracks all recorded interactions and ages themaccordingly much like a computer operating-system time and datefunction. If a specific interaction involving a scheduled promiseapproaches deadline, then notification arrangements to the responsibleparty may be made ahead of time. A notification interface module 317alerts an automated message system which may be part of repository 303,or held separately on the network, to send notification of thecommitment to involved parties.

The DIM described above is illustrated according to a particular diverseinteraction situation involving a customer and multiple agents andvendors. A multitude of differing interaction paths may, however, besupported and enhanced. For example, a DIM may be programmed in a mannerthat customers purchasing particular product may be automatically loggedinto a discussion group existing for the purpose of interactivetechnical support among customers. In this example, the discussion groupcan be a WEB-based chat-room, a video-conferencing facility, or maysupport any other medium supported by the CIOS system. In addition toallowing the customers to interact through the MMCC, many enhancementsmay be provided specifically to such a group, such as database access totechnical information and the like pertinent to the particular product

As another example, outside businesses, such as vendors and the like,identified in the CINOS system may interact with one another for definedpurposes through a customized DIM in CINOS. In this case, vendors 1 and2 in FIG. 15 may have an interdependency in supplying parts or servicesfor a CINOS-managed process or project. A DIM may be set up quickly andeasily allowing the two vendors to cooperate and to access certaininformation in the enterprise data repositories related to the definedpurpose of the DIM and the project.

It will be apparent to one with skill in the art that a DIM such as DIM301 may comprise additional or fewer modules, or modules of a differingfunction than the ones illustrated herein without departing from thespirit and scope of the present invention. For example, additionalinterface modules may be added and adapted to interface with other CINOSroutines such as routing functions or other automated services. It willalso be apparent to the skilled artisan that vendors supplying theenterprise with products destined for customers may or may not beutilizing CINOS systems without departing from the spirit and scope ofthe present invention. For example, vendors 1-3, in this example, mayreceive automated and scheduled notification for just-in-time deliveryor the like via notification interface 317 if it is operationallyinterfaced with a CINOS out-bound out-dialer application.

It should also be apparent to one with skill in the art that CINOSinterpretation of a diverse interaction as opposed to a conventionalinteraction may be programmed according to enterprise rules withoutdeparting from the spirit and scope of the present invention. Forexample, a one-on-one interaction of any media type may be considered byan enterprise to be a conventional interaction with the dialog enteredas such while the addition of multiparty side discussions may beconsidered a diverse interaction associated with the conventionalinteraction thus invoking a DIM such as DIM 301, and so on.

Invocation or initiation of a DIM such as DIM 301 may occur at theplanned beginning of such interactions, or at such time that aconventional interaction may become a diverse interaction with theaddition of, perhaps more than one party to the interaction. In oneembodiment, a transaction monitor or monitors such as are known in theart may be used to identify the number of parties in an interaction, orperhaps the type of interaction based on enterprise rules, and beadapted to notify a DIM such as DIM 301.

In one embodiment, CINOS may be shared by distinctly separateorganizations who must collaborate and provide infrastructure in orderto complete a vast project or mission such as perhaps building andlaunching a space station. Many specialized groups involved in such aprocess may hold diverse interactions comprising multiparty discussions,interactive seminars, cost accounting meetings, or other likecollaboration without physically gathering to hold such meetings. Suchimplementations may be largely temporary and customized according torequirement. A DIM in this case would be responsible for identifying andproviding instruction for entering and threading such dialog resultingfrom the multiparty interactions into a central repository shared by allparticipating organizations.

Specialized Threaded-Dialog Model

According to a preferred embodiment of the present invention a uniqueprogrammable event handler is provided, termed a specialized threadingmodel (STM) by the inventor. In addition to logically inserting dialogfrom diverse interaction paths to associated customer threads and thelike as described with reference to the section entitled DiverseInteraction Model, it is also desirable to create special threads(associations) derived from stored and real-time data records, which maybe used for temporary or ongoing research. Therefore, an STM is providedas a programmable-interface application which allows a researcher tofind and study information shared within and through CINOS according tovery specialized criteria.

The term Model as presented herein and associated with other COM-basedinterface engines or applications such as the above described IOM, DIM,and IPM, is used to describe COM-based software models whereinfunctional software modules and/or objects may be installed in order tocreate the larger functional software module which is called in the arta COM model. It will be apparent to the skilled artisan that functionalmodules, as will be illustrated as located within an STM as taughtbelow, are not limited to residing within the described model, but inmany instances, may be existing code-sets or routines generic to CINOSand resident in other parts of interfacing software. These code-sets orroutines may be initiated or invoked by a module from within thedescribed model as will be further explained below. It will also beapparent that the COM-object implementation is exemplary, and otherprogramming techniques may be used within the spirit and scope of theinvention.

FIG. 16 is a block diagram illustrating an exemplary SpecializedThreading Model 319 according to an embodiment of the present invention.Model (STM) 319 is provided as a programmable tool (softwareapplication) operable in CINOS that may be invoked and used by aresearcher or other authority for the purpose of conducting specializedresearch by associating stored and real-time data. A researcher 320 mayexecute a programmed STM from a PC/VDU such as PC/VDU 322, asillustrated via expansion arrows emanating from PC 322.

A communication-center data-repository 321 is provided for the purposeof warehousing data and is analogous to previously-describedrepositories such as repository 303 of FIG. 15. Repository 321 islogically divided in many preferred embodiments into two sections fordata storage. One section (Text-Based Data) contains all of thecommunication center's threaded-interaction dialog and text media. Theother section (MIS Database) contains all of the recorded multimediaassociated with the dialog stored in the text-based section. It will beapparent to one with skill in the art that there may be additionalrepositories or databases held in separate locations on the CINOSnetwork without departing from the spirit and scope of the presentinvention. The inventor chooses to illustrate only one such repositoryfor the purpose of simplifying explanation. Also indices to or abstractsof such databases may be used, rather than databases themselves.

STM 319 may access stored text data from repository 321 (Text-Based Datasection), stored multimedia data from repository 321 (MIS Database) and,in some cases, live text or multimedia data such as may be occurringduring live interaction in a multimedia call center. Such liveinteractions as described and illustrated in this embodiment includeinteraction 329 which is a chat room having four customers engaged ininteractive communication, for example, in dialog concerning a mutuallypurchased product (internal-hosted by the enterprise). An interaction323 is illustrated and involves a customer and an agent wherein, forexample, the customer has initiated the interaction (incoming). Aninteraction 325 is illustrated and involves two outside vendors wherein,for example, the vendors are subscribed to CINOS and discussing detailsof a joint just-in-time (JIT) shipment to the enterprise (external). Aninteraction 327 is illustrated and involves an agent and a customer(labeled as such) wherein, for example, the agent has initiated theinteraction (out bound).

Hereinafter, the live interactions illustrated will be identified by theinteraction type and the element number. For example, interaction 329will be referred to as internal interaction 329. Interactions 323, 325,and 327 will be referred to as incoming interaction 323, externalinteraction 325, and out-bound interaction 327 respectively. Theinteractions described above are all live and occurring during therun-time of STM 319. All live interactions illustrated herein areentered into repository 321 as illustrated via directional arrowsemanating from each interaction in a direction toward repository 321.These stored interactions as the real-time interactions are terminatedbecome part of the stored database along with all previously storedinteractions and annotated and text versions of such interactions.

As previously described, STM 319 may, through a monitoring processdescribed in more detail below, access live data (dialog) and utilizesuch data at the time the data is created, or more specifically, beforeor at the same time that such data is either entered into (text) orrecorded into (multimedia) repository 321. In this way, a unique andinnovative method is created whereby dialog associations may be createdfrom stored data with additional dialogs being added to the associationin real-time as they occur with respect to live interactions such asthose illustrated in this example. Such a process may be executed viaSTM 319 and run in the background on a PC/VDU such as PC/VDU 322 beingused by researcher 320 while other work is being performed. Similarly,STM 319 may reside in repository 321 instead of PC/VDU 322 when not inuse as illustrated via expansion arrows emanating from repository 321.That is, the functionality may be client-server based. In this case, aCINOS-connected agent may invoke STM 319 remotely via PC such as PC/VDU322.

Referring back to FIG. 16, STM 319 is different from the diverseinteraction model (DIM) 301 as described with reference to FIG. 15 inthat it is expressly dedicated to creating new associations or dialogthreads from those already created (and from live interaction) based onimplicit instruction from a programmer which may be a knowledge worker,agent, researcher, or any other authorized individual. Such associationsmay be stored in repository 321 and displayed on a PC/VDU such as PC/VDU322.

STM 319 may be created in a generic COM container that is provided alongwith insertable modules in the form of a desk-top or server-basedtool-kit accessible to researcher 320. Once created, an STM such as STM319 may be modified through editing for the purpose of performinganother task which may differ from the original task. Several STM's suchas STM 319 may be created for different research projects and be runsimultaneously within CINOS and share the same data and interfaces in anasynchronous multi-tasking environment such as is attributed to CINOSroutines.

In the example provided herein, STM 319 comprises insertable modulesthat are dedicated to performing certain functions or interfacing withand invoking certain physically separated functions or routines that aregeneric to CINOS. For example, a search function module 330 is providedand adapted to searching stored data for pre-defined key-words orphrases similar to the operation of known search functions orsearch-engines used on the Internet or by other data functions. Again,this function may be wholly within Model 319 in some embodiments, andModel 319 may call the search function from CINOS in other embodiments.

Search function 330 accepts input parameters entered by researcher 320such as a word, word association, phrase, Model number, and the likedesigned to associate otherwise unrelated dialogs. Additional inputparameters that may be entered to search function 330 include limits orconstraints associated with the type of and area of data to be searched.For example, if a desired keyword association-parameter is “disk-drive,problem, install”, and the search area-parameter is customer historydatabase, then search function 330 will look for all dialogs containingthe words disk-drive, problem, an install that are stored in thecustomer history database.

Because threaded dialogs that may be stored in a multimediacommunications center operating CINOS have markers or icons associatingthose dialogs to the actual stored media as previously described underthe section entitled Rules-Based Storage and Threading of MultimediaInteractions, search function 330 may be uniquely adapted to identifyingthese media icons and associating them with the specific dialogs forlatter interaction.

An interaction monitor module 331 is adapted to communicate with andsend commands to various transaction monitors (not shown) that may beinstalled and operating within the CINOS operating system and adaptedfor monitoring live or recent interactions or transactions of variousmedia types. For example, one transaction monitor may be assigned tomonitor incoming COST calls, while another transaction monitor may beassigned to monitoring DNT interactions such as IP phone calls. Monitorsmay also be adapted to monitoring voice mails and other types ofrecorded voice messages. Furthermore, text-based monitors or textanalyzers may be adapted to read and parse text-based messages such ase-mails, faxes, internal memos, or any other text documents that may bemade into digital files. In this way, interaction monitor module 331 mayutilize the same input parameters assigned to search function module 330thereby extending it's functionality via command to such monitors andtext analyzers assigned to live interactions as well as recent not-livetext transactions that have yet to be entered into a repository such asrepository 321.

To illustrate one example of the method described above, suppose thatresearcher 320 has programmed one key phrase “having a problem with”into search function 330 and programs interaction monitor module 331 tointerface the parameters via command to a monitor charged withmonitoring incoming COST calls. Upon initiation of STM 319, function 330will search stored data for the key phrase while module 331 willinstruct the incoming COST monitor to alert the researcher if the keyphrase is detected during a live COST interaction. The scope of liveinteraction and recent transaction monitoring with regards to parametersset by researcher 320 may vary according to the purpose of STM 319. Theadvantage of the above stated ability will be more apparent throughfurther description provided below.

An IOM interface module 333 gives researcher 320 an option to access anabstraction of hard data or metadata instead of accessing actual harddata from repository 321 as discussed with reference to the sectionentitled Stored-Media Interface Engine (Interaction Object Model). Anotification interface module 335 provides notification in the form ofan audible alert, pop-up window, or even an electronic page or otherform of alert associated with events that may occur during execution ofSTM 319 that may be of express interest to researcher 320. Such an alertor notification may occur if, for example, a period for running STM 319is nearing expiration, or perhaps if a required monitor for liveinteraction is not on-line. Notification interface 335 may simply notifywhen a new dialog is added to an association of dialogs, and so on.Module 335 may also be programmed to alert multiple parties or a singleparty of the occurrence of any notable events that may take place duringthe execution of STM 319.

A thread builder module 337 is an engine that creates a new thread orthreads according to the parameters entered with respect to modules 330and 331. For example, dialogs found by module 330, that contain theinput parameter key-word, word association, or phrase are arranged andassociated in a way that is logical to researcher 320 and in accordancewith entered input criteria. A dialog sorter module 339 is provided toassist module 337 in this function, although in some embodiments, onemodule may be created for both functions. Dialog sorter module 339 mayaccept certain parameters for the purpose of organizing many separateunrelated dialogs according to programmed rules. That is, in addition tobeing associated by the search parameter, dialogs may be furtherorganized by other input criteria.

In one embodiment, dialog sorter module 339 recognizes the time and datestamp for each dialog and organizes the dialogs adhering to that order.Thread builder 337 then creates an abstract thread or tree-structureassociating the dialogs using interactive media icons and stores the newthread (association) in an unused section of repository 321 where it maybe later accessed. In another embodiment, researcher. 320 may enteroverriding input parameters related to dialog sorter 339 that may negateor override existing time and date stamps for a more preferable sortingcriteria such as a sort by media association, sort according to originalthread identification, and so on.

An interface command module 341 may be installed for the purpose ofaccomplishing an interface to other CINOS systems such as routing,messaging, out-dialing, automated services, and so on. A displayfunction module 343 allows an interactive picture of the newly createdthread, as organized and built via modules 339 and 337, to be displayedon a PC/VDU such as the researcher's PC 322. The display may, in oneembodiment, appear as an actual tree or thread connecting variousinteractive icons representing dialog and associated hard media. Inanother embodiment, the display may be a simple list of interactive texttitles. The nature of interaction with the display is such that bymanipulating the interactive icons with a pointer device, or by enteringcertain keyboard commands, full text and hard media may be accessed andviewed by researcher 320 from PC 322.

A hard-media viewing module 345 comprises the necessary viewers foraccessing and displaying various media types that may be represented bydialogs and supported within the communication center. Module 345 may,instead of containing actual viewers, simply contain command modulesthat invoke appropriate viewers installed on PC 322 or otherwiseaccessible by the PC. Such automated execution modules as module 345enable the appropriate media viewer to be invoked without requiringmanual initiation via PC 322.

A closing function module terminates execution of STM 319 according toparameters entered by researcher 320. An example of a closing parametermight be to terminate after a given period of time such as one workperiod. Other parameters may be entered as well such as terminate when agoal number of target dialogs is reached and constructed on a thread,and so on. Along with termination of STM 319, created threads orassociations may also be terminated or not depending on inputparameters. For example, time may be desired after a specialized threadis created for study purposes after STM 319 has terminated it'soperation. In this case, perhaps a certain time period allotted forstudy will elapse before the thread is erased or purged from repository321. In some cases, the specialized thread may be permanently stored forreview.

It should be apparent to one with skill in the art that the modulesrepresented with respect to STM 319 are only exemplary of the types ofmodules that may be used in creating STM 319. There may be more or fewermodules of different function and order without departing from thespirit and scope of the present invention. Moreover, such modules may beexecutable routines within STM 319, or simply command modules thatnotify and execute physically separate routines such as call monitoringroutines or the like. In most embodiments a combination of residentmodules and command modules may be used.

The advantages of STM 319 are that specialized research or study may beconducted by an agent, knowledge worker, or researcher for practicallyany type of issue or problem relating to enterprise activity. Forexample, an STM such as STM 319 may be used to obtain informationrelated to the success or failure of newly introduced products, perhapspointing to or indicating changes or revisions that may be desired bycustomers owning the products. STM 319 may be used to gage success of atemporary promotion or advertisement by creating a specialized threadcontaining dialogs of all interactions about the promotion oradvertisement taking place since such time that the promotion oradvertisement was launched.

The unique capability of STM 319 to access or intercept liveinteractions allows agents or researchers to monitor most recent dialogsassociated with a subject of research. This innovative technique isespecially useful in a fast-paced sales organization wherein manydifferent products are sold over a network. A researcher may chose oneproduct as a subject for an STM such as STM 319. By running theapplication in the background, he/she may actively obtain all incomingdialogs related to purchasing that product with such dialogs appearingon a specialized thread in order of occurrence. By programminginteraction monitor module 331 with desired parameters, he/she maychoose the type or types of supported media from which to select orsearch dialogs from.

Live interaction may be searched or parsed according to searchparameters regardless of interaction type and media. For example,internal interaction 329, which in this embodiment is an open chat room,may be parsed for any dialogs relating to the search subject entered asa parameter to search function 330. Incoming, out bound, and externalcommunications in any supported media may be monitored and parsed forsearch parameters. External communication such as vendor to vendor asillustrated via external interaction 325 may be monitored by CINOS inthe event that they are connected to the CINOS network, which in thiscase may be a network operating system shared by a group of separateorganizations.

In the case of transcription of a media type as may be performed by alive attendant, STM 319 may notify the attendant which may, for example,send the newly created transcript to a text analyzer being commanded viaSTM 319. The transcript dialog may then be parsed and associatedaccordingly.

It will be apparent to one with skill in the art that an STM such as STM319 may be created to perform a wide variety of research tasks withoutdeparting from the spirit and scope of the present invention. Forexample, an STM may be created to associate dialogs related to a fix toa technical problem as may be discussed among customers, agents,technicians, or the like in chat rooms, via COST interactions, DNTinteractions or any other supported media.

In one embodiment, an STM such as STM 319 may be used as a motivationaltool for sales agents or the like. For example, by searching dialogsfrom agent/customer interactions for certain scripted phrases designedby the enterprise for improving customer relations or perhaps triggeringa sale, one may determine how often or to what extent these phrases areactually being used by which agents and so on. By comparing suchaccounts to the agents personal sales records, one may obtain anindication of which phrases are more successful and so on.

Specialized threads created by STM 319 may aid the enterprise in suchareas as improving service, increasing sales, streamlining operations;improving customer service, planning future manufacturing, or any otherconceivable enterprise endeavor.

It will be apparent to one with skill in the art that one STM such asSTM 319 may be programmed to search according to any constraints withrespect to media type, area of search, length of time allotted forongoing dialog association, and so on, without departing from the spiritand scope of the present invention. For example, one STM may searchrepository 321 and only incoming e-mails and faxes, whereas another STMmay be dedicated to obtaining dialog from incoming live interaction butnot dialog history as may be stored in repository 321 and so on. Also,rather than just basic searches encompassing keywords etc., naturallanguage or at their emergence, multimedia search engines may be used,that compare a concept to recorded voice, video etc. There are manyvariant possibilities, many of which will depend upon the type ofenterprise and supported media.

Dynamic Campaign Model

According to a preferred embodiment of the present invention, acommunication center hosting CINOS according to various relatedembodiments of the present invention that have been previously disclosedherein, is provided with a means for compiling data according toenterprise rules for the purpose of generating lists of potentialcontacts from stored enterprise data. More specifically, in a preferredembodiment, a COM-based programmable application, termed a dynamiccampaign model (DCM) by the inventor, is provided and adapted tomonitoring, sorting, and categorizing all unanswered communicationcenter inquiries regardless of media type and then to present contactlists based on such compiled information to communication-center agentsor to automatic dialers in a predetermined manner and in an automatedfashion.

FIG. 17 is a block diagram illustrating functionality of an exemplarydynamic campaign model (DCM) 349 according to an embodiment of thepresent invention. DCM 349 is provided as a programmable COM-basedapplication designed to provide specific information relating tocommunication-center interactions that, for one reason or another, werenot successfully resolved. For example, inquiries of any supported mediatype wherein follow-up may lead to a successful resolution would fallunder this category. Likewise, existing contacts simply needing furtherattention for the purpose of obtaining more business could also fallunder this category, even though there may be no un-resolved issues. Thepresent invention may utilize virtually any stored data regarding anyentity who has made contact with the enterprise.

DCM 349 is uniquely adapted to perform in the background during normalcommunication center activities. During peak periods wherein agents maybe busy taking many live calls comprising orders or the like for theenterprise, many lesser inquiries such as e-mails requesting pricing orgeneral inquiries about products or the like are left unresolved for thetime being because much effort centers on taking in readily-availablebusiness. Depending on the length and intensity of such a peak activityperiod, unresolved inquiries may become quite numerous. Because allcommunication-center interactions are persistently stored in a threadedmultimedia-database as previously described under the section aboveentitled Rules-Based Storage and Threading of Multimedia Interactions,DCM 349 may access such data and analyze it according to enterpriserules.

DCM 349 is programmed for a specific and dedicated function interactingwith human supervisory on a PC/VDU by one who is authorized, such as anadministrator at a station 353. The actual DCM 349 may reside orco-reside in any of the computers connected to the network. Adirectional arrow emanating from an on-screen view of DCM 349 on aPC/VDU operated by administrator 353 illustrates such capability bypointing to an expanded DCM 349. For example, administrator 353 may wishto initiate an outbound e-mail campaign to all contacts having an e-mailaddress as part of a customer-care operation. In this sense, there maybe only one DCM 349 programmed for a specific purpose such as initiatingan outbound e-mail campaign. However, in other embodiments, other DCMmodels programmed for other dedicated functions such as, perhaps,initiating an automated outbound telephony campaign may be in use.However, it is also possible that a single DCM such as DCM 349 may beprogrammed for multiple purposes.

An input-command module 361 allows an administrator such asadministrator 353 to set-up desired parameters and areas of data to besearched for applicable contact information. For example, DCM 349 may beprogrammed to search a multimedia repository such as repository 351(analogous to MIS 79 of FIG. 1) illustrated as connected to DCM 349 viaa two-way arrow. A search-function module 363 provides functionality forsearching and mining data based on input parameters entered intoinput-command module 361. Input data into input command module 361 mayinclude, but is not limited to, parameters concerning a purpose for aplanned campaign such as a title “customer care e-mail campaign”, searcharea parameters such as “search all repositories for existing contactshaving e-mail addresses”, “list name, e-mail address, and briefdescription of inquiry”, and so on.

An IOM-interface module 365 allows DCM 349 to search only meta-datawithout having to physically access repository 351. Such capability ispreviously described with regards to the section entitled Stored-MediaInterface Engine (Interaction Object Model). An IOM such as IOM 253 ofFIG. 12 is continuously updated with respect to new and purged data.Therefore, DCM 349 may be programmed to check periodically and refreshaccording to recent updates. If programmed criteria for a search is notavailable via accessing the IOM then DCM 349 may search hard data suchas data stored in repository 351, or in any other system connectedrepository or server.

As previously described, DCM 349 is programmed to run in the backgroundduring normal communication center activity. The reason for this is thatat such a time when incoming traffic to the enterprise drops below apredetermined threshold, DCM 34 is, in a preferred embodiment,automatically activated in terms of further function and has allrequired data in such a state to be ready to distribute to agents sothat no time is wasted. More regarding distributive function is providedbelow. The above mentioned activation may take place, for example, bythe DCM at certain intervals monitoring levels of activity, and when apreset threshold is crossed, it starts the activity. Other methods maybe employed, such as having an alert function somewhere in CINOS, orhaving an agent (SW agent) check activity and then alert DCM 349. Manyother methods may be employed to reach such functionality, and should beviewed as equal. Analogous, recrossing of the threshold in the otherdirection may throttle or stop the campaign. A small hysteresis inlevels for direction of crossing may be added.

An interaction-sorter module 367 is provided and adapted to sortinteractions based on enterprise rules and input parameters toinput-command module 361. For example, administrator 353 may desire thatall interactions be randomly sorted and divided evenly among severalagents who will be assigned to the outbound campaign. In anotherexample, an administrator may desire that interactions be sorted bymedia type with agents assigned interactions of one media. In stillanother example, it may be desired that interactions be sorted bystatistical priority and distributed to agents with highest skilledagents receiving the higher priority contacts. It will be apparent toone with skill in the art that an application such as DCM 349 may beprogrammed to virtually any type of out-bound campaign according to anymedia type supported.

The interaction-sorter module prepares a list for each assigned agent,that contains the desired contacts and associated parameters accordingto enterprise rules and constraints as may be input by an administratorsuch as administrator 353. DCM 349 continues to function in thebackground while interaction levels are above a preset threshold.Regular updating may occur during this background operation as contact'sindividual status may change according to programmed criteria. Forexample, if a contact calls in and places an order, his or herinformation may be removed from a list. As DCM 349 is updated, theprepared contact lists may change accordingly. For example, if a contactwas added to a list and then was purged from the repository system inbetween updates, then that particular contact would be deleted from thelist at the next update. In one embodiment, DCM 349 is updated in realtime by constant interface with IOM 253 of FIG. 12, which was describedas having a real-time update feature with regard to FIG. 12.

An Interface-command module 369 is provided and adapted to accept inputparameters regarding system execution of data provided by DCM 349. Forexample, an administrator such as administrator 353, may desire thatprepared contact lists for an out-bound campaign be routed to agent'sPC/VDUs via a system router such as routing system 357 (analogous to RTN29 of FIG. 1). Routing system 357 is shown logically engaged to DCM 349via a double-point arrow. Interface-command module 369 may also containparameter options that designate other systems for receiving preparedlists such as e-mail, automated fax, or the like. In one embodiment,prepared lists may be routed to an automated out-bound system such as anautomated out-bound dialing system whereby answered calls are connectedto agents as incoming calls. There are many possibilities. It should benoted here that prepared lists would not be routed to any destinationsuntil incoming interaction levels fall below a preset threshold, atleast in an automated embodiment. A routing-interface module 371 enablesconnection to designated routing systems or machines that will be usedto route according to input instructions from module 369.

A traffic monitor 355 is provided and adapted to monitor incomingtraffic levels and to gauge such traffic against preset thresholdlevels. Traffic monitor 355 may be provided in plural for monitoringseparate media such as one for COST interaction, one for IPNTinteraction, one for e-mail interaction, and so on. In one embodiment, asingle monitor such as monitor 355 may be configured to monitor multiplemedia types. Traffic monitor 355 is shown logically engaged via adouble-pointed arrow. DCM 349 is notified to finish execution(distribute lists) based upon traffic levels as defined by a presetthreshold. For example, if a preset level is defined as a percentage ofaverage interaction volume per day, then a threshold report may reflect,for example, that incoming traffic in all media is currently at 40% ofaverage.

When traffic monitor 355 alerts DCM 349 of a dip below the presetthreshold for incoming traffic, already-prepared contact lists aredistributed according to enterprise rules and administrative input aspreviously described. During the lull period (time that incominginteraction levels remain below threshold), DCM 349 continues to updateand monitor traffic via a system recheck module 373 which invokes aresponse from traffic monitor 355. A separate recovery threshold may beinitiated to which all interaction levels must rise before agentsterminate their out-bound campaign. For example, if a low threshold of40% of average is established for all incoming COST and IPNTinteraction, a recovery threshold may be set at 60% of average, meaningthat for agents to suspend their out-bound campaign, interaction levelswith regards to COST and IPNT must surpass 60%.

If interaction levels rise beyond the preset threshold, or ifapplicable, the recovery threshold, then DCM 349 may terminate executionhaving completed distribution of contact lists including any updates. Ifupdates are required during the lull after lists are distributed, thenadditional amended lists or supplementary lists may be sent whereinadditions or deletions are highlighted.

After DCM 349 has distributed prepared contact lists, and agents areengaged in out-bound activity with contacts on lists, an administratormay view agent progress on a PC/VDU via a display function module 375.Display function module 375 renders optional displays, such as whichagents are working on what lists, current status of lists includingresolution results (if any), and so on. In some embodiments, anadministrator or supervisor may supply modified script to agents who maybe having trouble resolving issues such as perhaps obtaining an order.

A statistical-interface module 377 provides an interface to astatistical server such as an instance of a stat-server on CTI processor67 of FIG. 1 for the purpose of reviewing results of the campaign andcomparing agent's performances. A closing-function module 379 providesan end to the execution of DCM 349 such as by manual method, or byautomatic method after all contact distribution and reporting iscomplete. In closing, any one of several procedures may be followed. Forexample, all agents in the process may be instructed in closing tofinish the lists provided before returning to other work, or alremaining lists may be deleted.

It will be apparent to one with skill in the art that a dynamic campaignmodule such as DCM 349 may be programmed to include any supported mediatype in terms of searched contact information as well as any supportedmedia type for agent response. In a case where searched contactinformation includes media preferences for return calls then suchpreferences would be highlighted on an agent's list.

It will also be apparent to one with skill in the art that a DCM such asDCM 349 may be used at any time within a communication center hostingCINOS without departing from the spirit and scope of the presentinvention. For example, DCM 349 may be used for an out-bound campaignregardless of traffic level provided that there are available agents toreceive lists.

A DCM model such as DCM 349 may be programmed for one or moresimultaneous out-bound campaigns perhaps using different groups ofagents for each separate campaign. The exemplary DCM as illustratedherein is but one example of such a dynamic out-bound campaignapplication that may be created and implemented according to the variousembodiments described.

Agent Work Presentation Model

In a further embodiment of the present invention, a multimediacommunication-center (MMCM) operating CINOS according to variousembodiments already described, is provided with an innovativeagent-work-presentation-model (AWPM) that automatically personalizes andpresents a suitable workload for an agent or agents based on enterpriserules and known information about an agent or agents such asskill-level, media preference or capability, language capability, rankof authority, and so forth.

FIG. 18 is an overview of CINOS multimedia communications-center 17 ofFIG. 1 enhanced with agent-work presentation (AWP) software according toan embodiment of the present invention. Communications system 11 may beassumed to comprise all of the functional elements detailed in FIG. 1 asdisclosed above in this specification. Some of those elements, morespecifically CIS server 57 and DB 75, are not reproduced here for thepurpose of saving drawing space, but may be assumed to be present.System 11 comprises a PSTN network 13, Internet network 15 andcommunications center 17.

CTI communications equipment illustrated within PSTN network 13includes, but is not limited to, telephony switch 19 enhanced via CTIprocessor 61 running instances of T-server and Stat-server software, IVR59 connected to processor 61 by digital connection 63, with CTIconnectivity to switch 19 established by CTI link 65 as was disclosed inFIG. 1.

Internet network 15 comprises IP router 21. Other network equipment,including further routers (not shown) may be assumed to be present aswas described with FIG. 1 above. Connectivity to communications center17 from the network level is established by telephony trunk 23 from PSTN13 and digital connection 25 from Internet 15. For example, telephonytrunk 23 connects switch 19 to switch 27 in center 17. Digitalconnection 25 connects IP router 21 to IP router/switch 29 withincommunication center 17.

Switch 27 is CTI enhanced via processor 67 and IVR 69. Processor 67 isLAN connected (LAN 55) and switch connected (CTI link 71). IVR 69 isconnected to processor 67 by digital connection 73. Agent workstations31-37 each have a PC/VDU and a switch-connected telephone as representedin FIG. 1. These are PC/VDU's 39-45, and telephones 47-53. Eachtelephone is bridged to an associated PC/VDU at each agent station bypreviously-described connections. Alternatively, the telephones may beintegrated with the PC/VDUs in other known ways. This enables agents touse their telephones to answer either COST calls or IP calls. Telephones47-53 are also connected to switch 27 by internal telephone wiring 56.Direct LAN connection is established through each PC/VDU at each agentstation. LAN connected servers MIS 79 and Server 77 store multimediainteractions and CINOS management software respectively. The above briefdescription of the already described elements of FIG. 1 that werereproduced here is intended only to simplify explanation of the addedcomponents according to an embodiment of the present invention.

In this embodiment, a system-administrator's station 381 is provided andadapted to allow an agent supervisor or other authorized person orpersons to build and implement the software of the present inventiondescribed below. Station 381 comprises an administrator's PC/VDU 383shown having an instance of an agent-work-presentation-model (AWPM) 385in the process of being tooled for an agent. In practice any agent'sworkstation can be used as an administrator's station with the additionof the software of the invention.

Station 381 may be provided as a single station or a plurality of suchstations. Multiple stations 381 may be utilized in a case where morethan one supervisor or authorized person is needed to create manyAWPM's. This may be the case with a large communication center employinga large number of agents or multiple centers (not shown) controlled byone system. Moreover, other equipment may be present in station 381without departing from the spirit and scope of the present inventionsuch as a switch-connected telephone or the like. In a preferredembodiment, station 381 is analogous to other administrator stationssuch as station 353 of FIG. 17 where applications or models of thepresent invention such as have been previously disclosed are tooled andimplemented. In this exemplary embodiment, station 381 is connected toLAN 55.

AWPM 385 is shown in the process of being created as previously noted.In a preferred embodiment AWPM 385 is an editable and programmableCOM-based model that once complete, may be stored and caused to executein an automated fashion. As a COM-based model, AWPM 385 may readilyinteract with other CINOS COM-based applications withoutlanguage-conversion interfaces. However, in other embodiments, API's maybe provided where language differences are present. A system tool-kit(not shown) may be provided and adapted to build AWPM 385 according toenterprise rules.

An agent-information-database server (ADB) 387 is provided and storesdata that is specific and identifiable to agents operating atcommunication center 17. For example, agent ID, agent skill parameters,agent media preferences or capabilities, agent language capabilities,agent performance statistics, agent licenses for providing certainrestricted services, and other like information may be stored in ADB387. Such data is stored in a fashion so as to be personalized to eachindividual agent. In some embodiments, more general information maycover a specific group of agents. In other embodiments, such informationmay be stored for example in a smart card (not shown), which the agentthen takes with him, and upon starting his duty, connects to a reader(not shown), and is then uploaded into the system, while he is on duty.

Also stored in ADB 387 are completed AWPM's 389 1-n. AWPM's 389 1-nrepresent completely tooled and executable COM-based models such ascompleted representations of AWPM 385 being created on PC/VDU 383.Completed AWPM's may be stored on any LAN-connected server other thanserver 387 without departing from the spirit and scope of the presentinvention. Similarly, an agent database such as is stored on ADB server387 may also be stored on any suitable LAN connected server. In thisexemplary embodiment, a system administrator stores completed AWPM's 3891-n on ADB 387 for convenience only in that such applications are inclose proximity to required agent data. However, it is not specificallyrequired to practice the present invention.

The building and implementation of AWPM's takes place internally (withincommunication center 17) as part of the workflow layer of CINOSdescribed with reference to FIG. 2. An AWPM such as AWPM 385 isprogrammed to accomplish certain goals with respect to individual agentsor groups of agents such as those operating at stations 31-37 incommunication center 17. In a preferred embodiment, there is one AWPMbuilt and programmed for each agent however, several agents may shareone AWPM if the agents in question share suitably similar parameters or,the shared AWPM is specifically programmed for that particular group ofagents.

Generally speaking, the job of an AWPM is to present workloads toindividual agents, or a group of agents based on known criteria aboutthe agent or agents and enterprise rules. Workloads are defined for thepurpose of the present invention as communication-center duties normallyhandled by agents such as answering COST calls, answering DNT calls,answering e-mails, responding to other requests such as fax responses,voice mails, making marketing out-calls, and so on.

Varying workload-presentation themes may be interwoven into an AWPM forany one or a group of agents. More familiar themes known in the art area push theme, and a blended push theme. The push theme typicallyemployed in most current-art centers involves simply pushing a workloadof one type of media in serial fashion (first in first answered) on anagent until it is exhausted or sufficiently depleted. In somecommunication centers known to the inventor, a push theme may beenhanced by adding more than one media type allowing an agent to switchback and forth by rule or discretion. More advanced themes known to theinventor include a publish and subscribe theme and an interrupt theme(variation of the former). A publish and subscribe theme allows an agentto subscribe to workload queues that are published by the enterprise. Inthis way the agent may override certain enterprise rules or logic inorder to enhance business. The interrupt theme simply allows an agentoperating under a publish and subscribe theme to be interrupted bycertain calls or duties according to enterprise rules.

By interweaving these various themes into a COM-based model such as AWPM385 and allowing automated utilization of agent data stored in arepository such as ADB 387, a system administrator has complete controlover personalization and presentation of workload including media typeto any one or group of agents. An administrator may additionally controlthe type and quantity of workload content that is presented, as well as,intervals or periods of time that an agent spends on any one or moreduties.

When an agent such as one operating at station 31 logs on to CINOS viaLAN 55, for example, an AWPM such as one of 389 1-n stored on ADB 387executes and begins presenting his or her workload according toenterprise rules and latest agent-information data. The executed AWPM ispersonalized to the agent or group of agents logging on. A unique aspectof the present invention involves the use of stored agent parameters.For example, when executing, an AWPM checks for the latest agent data inADB 387 and adjusts it's function according to any new data. In thisway, a supervisor or administrator need only update ADB 387 to affect achange in an agent's workload or method of presentation. More about theunique function of an AWPM and it's relationship to other CINOSconventions will be provided below.

FIG. 19 is a block diagram illustrating the relationship andfunctionality of an AWPM 389 according to an embodiment of the presentinvention. Illustrated herein is APWM 389 in a state of being completelytooled. AWPM 389 is representative of a completed version of AWPM 385shown on PC/VDU 383 within station 381 as illustrated by a double arrow.In actual practice, AWPM 389 is stored on ADB 387 as one of AWPM's 389a-d and may be assumed to be one of those as illustrated by theexpansion arrows emanating from ADB 387.

A LAN connection 390 provides a shared connectivity to various CINOSsystems and connected agents represented as agents A-D. LAN 390 isanalogous to LAN 55 of FIG. 1. Connected CINOS systems include, but arenot limited to, a statistical server 395, a routing system 393, aqueue-monitor system 391, system-administrator station 381, and ADB 387.Each of the above-described systems may be employed as a single unit oras a plurality of associated units. For example, queue monitor 391 maymonitor several queues or it may be a separate model 391 generic tosingle or a few queues. In some cases the LAN may also be complementedby WAN connections to cover multiple sites (not shown).

As a COM-based model, AWPM 389 comprises a plurality of smaller softwaremodules that enable various functions. In another embodiment, AWPM maybe a Java-based application tooled with functional Java applets. ACOM-based model is used here because of convenience and interfacingcapability with other COM-based CINOS conventions.

An input module 397 is provided and accepts programmed input from anauthor such as an administrator operating on PC/VDU 383 within station381. Input data to module 397 may include any enterprise rules andconstraints including input parameters or instruction for other includedmodules within AWPM 389. For example, constraints on media typesallowed, time intervals for specific workload presentation, agent oragents identification parameters, and so on, may be included. Adata-access module (DAM) 399 is provided and adapted to function as aninterface to data-storage systems such as may be hosted by CINOSincluding access to ADB 387. DAM 399 is analogous to DAM 231 of FIG. 10.Constraints applied to DAM 399 may be input into AWPM 389 through inputmodule 397. Such constraints may include which data-storage systems maybe accessed and what information may be made available to AWPM 389.

Various media presentation modules are provided and adapted to provideinstruction as to how workload will be presented to an agent or group ofagents. These are a push module 401, a push/blend module 403, a publishand subscribe module 405, and an interrupt module 407.

Push module 401 is adapted to accept input instruction such as whatmedia type will be pushed to an agent, as well as time constraintsrelated to when and for how long a selected media type will be pushed.For example, it may be that a certain agent such as agent B is a traineeand will only be allowed to answer e-mails regarding general inquiries.In such a case, perhaps only push module 401 will be enabled with e-mailinquiries as the selected media as long as agent B is classified as atrainee. Another, more technical reason for a push model rule, might bethat an off-site agent (not shown), due to limited line capacity willnot get a video conference call, even though he may have the skillprofile required to handle the call.

It is important to note here that in an event that agent B is upgradedfrom a trainee to a level allowing more responsibility, AWPM 389 willaccess such updated data from ADB 387 and automatically configureadditional options for agent B the next time he logs on to CINOS. Forexample, an administrator or authorized supervisor enters updated datainto ADB 387 concerning the new status of agent B such as a new mediatype allowed, call parameters (e.g. sales or service, etc.) associatedwith the selected media type, time constraints regarding the new media,and method of presentation for the new media. If, for example, the newmedia and call parameter is incoming COST service-related calls, and themethod of delivery is input as push for a specific time period whileretaining agent B's prior e-mail responsibility, then push/blend module403 will take over and provide new instruction for agent B's newworkload.

Push/blend module involves pushing more than one media type for specificpre-planed time periods. For example, e-mail may be pushed for one-halfof a work period while IPNT sales calls are pushed for the remainder ofthe work period. In some embodiments, e-mail, COST calls and IPNT callsmay be pushed for different time periods with overlapping time periodspossible.

Publish and subscribe module 405 involves an agent or group of agentssuch as one or more of agents A-D subscribing to selected work queues ofselected media types. For example, agent D may be allowed to subscribeto COST calls from a specific queue while also subscribing to IPNT callsfrom a different queue. Time spent in each queue may be indicated as anenterprise rule time constraint. In another instance agent D may havecomplete control over time spent working each queue.

Interrupt module 407 allows certain interactions of any media type to bepushed to an agent in prioritized fashion. An example of this would beif agent A is answering pushed e-mails (module 401) but is interrupted(interrupt module) for sales calls when other agents are busy.

Modules 401-407 have a capability of interacting with one another toprovide virtually any combination of workload presentation according toany time constraint. Furthermore, modules 401-407 may coordinatefunction according to updated parameters input into ADB 387 aspreviously described. In this way, any authorized supervisor or otherauthority may update AWPM 389 simply and efficiently. This uniquecapability is not known or available with prior art systems.

An-agent-information-database interface (ADB) module functions to checkADB 387 for any updates to workload assignments whenever an agent suchas one of agents A-D logs-on to CINOS. If any updates are found, modules401-407 act in concert to incorporate and adjust to the new rules.Modules 401-407 are primary modules in terms of function within AWPM389. That is to say that they are at the heart of AWPM 389.

Other modules provided to assist modules 401-407 include amedia-interface module 409 that is provided and adapted to disseminateparameters associated with media interactions such as may be stored invarious communication-center queues. Audio recognition and text parsingtechnology may be included in the capability of module 409 thus enablingit to aid in the selection of interactions according to enterprise rulesand agent-data parameters stored in ADB 387. A routing-system interfacemodule 411 provides interfacing capability to various CINOS routingsystems 393. Internal routing of all interactions to agents such asagents A-D is integrated with AWPM 389 as required to effect variouspresentation options exemplified by modules 401-407.

A statistical interface module 413 is provided and adapted to allow AWPM389 to access and report to Stat-server 395. Such reporting may involvedata regarding levels of success of a personalized AWPM specific to oneagent or a group of agents. For example, if one AWPM is implemented fora group of agents, then a report May indicate any measure of improvementor degradation of overall service resulting from a supervisor varyingworkload presentation themes via updating ADB 387 and affecting modules401-407.

A display module 415 is provided and adapted to allow human andmachine-readable information to be displayed on either agent's and/orsupervisor's PC/VDU's as warranted. For example, certain displays suchas call-interrupt alerts, new media notifications, or other instructionsrequired to be communicated to an agent may appear as a pop-up window,or other form of graphic display. Supervisors may also receive or haveaccess to displayable information such as performance statistics,workflow queue contents, agent or group activity reports, and the like.

A dynamic campaign model (DCM) interface module 417 is provided andadapted to allow AWPM 389 to interact with DCM 349 of FIG. 17. In thisway, pre-planned out-bound marketing campaigns may be conductedaccording to flexible presentation options offered by AWPM 389. Forexample, lists containing out-bound numbers and associated details maybe treated as queued workload subject to push, subscribe, interrupt, or,a combination of these themes. Also, an automated dialer may connectout-bound calls and treat them as live incoming calls to be pushed toassigned agents as interrupt calls.

A log-in start module is provided and adapted to wake-up and executeAWPM 389 when an agent logs on to CINOS. In one embodiment, any oneagent belonging to a group of agents covered by one AWPM such as AWPM389 may cause execution at the time of log-on. If each agent in a groupof agents has an ID associated with AWPM 389, then a means for notingabsent agents is provided. Such a means may be that ADB interface module421 recognizes which agents of the group are present according to ADBrecords.

A group AWPM can adjust it's process according to the actual number andidentification of agents logged on or off. For example, if there are 10agents sharing one AWPM such as AWPM 389, then the first to log-on willcause execution with other agents being detected as they log-on.Similarly, when an agent in a group logs-off, the AWPM adjustsaccordingly. With a group application, an AWPM such as AWPM 389 wouldcheck ADB 387 for new agent data once for each agent logging on. Aprovision for recognizing a log-off procedure for each agent in thegroup may be provided as part of log-in module 419.

It will be apparent to one with skill in the art that more or fewermodules of varying function may be added or subtracted to AWPM 389without departing from the spirit and scope of the present invention.The mix of functional modules included herein is meant as exemplaryonly. For example, modules 401-407 may be provided as one moduleincorporating all included functions. A module responsible for reportingstatistics may be added for the purpose of relaying queue statusregarding certain media types to network-level intelligent processors inorder to aid pre-routing of interactions.

It will also be apparent to one with skill in the art that the methodand apparatus of the present invention may be used to communicatenon-queue related duties to specific agents such as, perhaps, conductingcustomer surveys, making cold calls, pricing orders, and so on. In thiscase, a list of contacts or recent requests for quote may be compiledand pushed to such an agent. Such duties may be integrated with normalcustomer response duties as previously described. An AWPM such as AWPM389 may be tooled for an individual agent, or for a specific group ofagents. An advantage of tooling for individual agents is that individualagent skills may be more fully exploited.

Media-Independent Self-Help Wizard (Client Interface)

In yet another aspect of the present invention, an innovativeclient-interfacing self-help wizard is provided to give clients or otherCINOS users every available resource for solving product orissue-related problems without requiring connection to a live agent orknowledge worker. Such a self-help wizard is, in this case, provided asan editable COM-based model which may be presented in an electronicWEB-form such as in an on-line catalog, or in some other WEB-basedcustomer interface such as the previously described customer-accesswindow 133 of FIG. 5. A self-help wizard of the type disclosed herein isillustrated in section 137 of window 133.

An object of the present invention is to provide optimum customer/clientassistance in a product or issue-specific manner without taxing liveresources or engaging in general dialog. The method and apparatus of thepresent invention is provided in enabling detail below.

FIG. 20 is a block diagram illustrating a self-help wizard 423 accordingto an embodiment of the present invention. Wizard 423 is provided, inthis case, as a COM-based model comprising a plurality of functional COMmodules. In another embodiment, Java technology may be used to createwizard 423. In a preferred embodiment, wizard 423 is presented in aWEB-based customer interface such as an on-line catalog, acustomer-facing interactive WEB-form, such as window 133 describedabove, or in a CTI-enhanced interface such as an interactive voiceresponse (IVR) unit maintained by a CINOS enhanced enterprise.

In a broad sense, wizard 423 enables a client networking with aCINOS-enhanced enterprise to gain access to a host of pre-preparedautomated responses that are tailored to specific products or servicesof interest to the client. In the case of an enterprise businessassociate such as an outside vendor, those responses are tailored to theexact nature of the associate's business with the enterprise.

In a preferred embodiment wizard 423 is configured to a specific clientor enterprise associate, and each client (or associate) for whichspecific data is maintained through the OS by the enterprise may have adedicated wizard. Also in a preferred embodiment, once configured afirst time, wizard 423 configures itself through periodic updating basedon client activity with an enterprise as determined through other CINOSconventions such as interaction history and threaded dialog accountspreviously described as components of the CINOS system. For example, ifa client has purchased a particular model of a computer from theenterprise, then his or her wizard 423 is updated so that all automatedresponses accessed through individual modules are related to thatparticular model computer. Such modules illustrated as modules 425through 451 are contained within wizard 423 and are explained in moredetail below. In some cases, where this is not possible, a program maybe downloaded that analyzes the current system, and then sends thewizard an updated status.

As previously described, wizard 423 comprises a plurality of functionalmodules designed to provide interface with various CINOS automatedsystems comprising a variety of supported media types. In this way, aclient may select a desired media in which an automated response may bereviewed or an interactive display can be viewed. In a preferredembodiment, such responses may arrive to a client via a data connectionthrough the client's system, or via a client-maintained COST connectionsuch as a normal telephone. Such flexibility affords a client manyoptions for obtaining and receiving automated service.

It should be noted here that the instance of utilizing a WEB-form forpresenting options of wizard 423 should not be construed as alimitation, but rather as a preferred convenience that offers a widevariety of media options for a customer or client. A CTI version ofwizard 423 may be presented to a client via an enterprise-controlled IVRaccess point wherein the various options are simply activated by voiceresponse.

Referring back to FIG. 20, an input module 425 is provided and adaptedto enable an author of wizard 423, such as a system administrator, toadd voice and text script to various sections of wizard 423. Suchscripting may be related to the general function of wizard 423 such asdirections for use, labels, interactive options, dialog to the customer,and so on.

A digital IVR module 427 is provided and adapted to enable a link to adigital IVR containing pre-scripted options which may be presented to aclient. A client may then interact with an IVR using known conventionssuch as via keyboard input or, if equipped, voice input through aconnected DNT application. A COST IVR module 429 is provided and adaptedto provide a telephony link to a COST IVR containing pre-scriptedinteractive options directed toward the client. In one embodiment, aclient may click on module 429 and shortly thereafter receive a COSTcall on his telephone from the COST IVR. In another embodiment,connection may be established from the client's computer via a telephonyapplication such as an IP-phone.

Pre-scripted options and messages are defined for the purpose of thisinvention as text or voice directives or options created by theenterprise and presented to a client based on his or her most recentactivity with the enterprise. Such options and messages are designed togenerically fit specific products or services obtained by a customer ofthe enterprise. They may include all manner of instruction, direction,or any other prepared directive or message deemed appropriate by theenterprise for presentation to a client or customer.

In some embodiments pre-scripted options or messages may take the formof video and may be viewed with a client's media viewer. Pre-scriptedoptions or messages may be presented to a client, customer, or businessassociate according to any desired and supported media as is explainedbelow.

IVR presentations and options are tailored to most recent businesstransacted by a client or customer. For example, all clients whorecently have purchased a specific product, such as a particular modelcomputer, would be presented those interactive presentations created forthat product if they choose module 427 or 429. Because all CINOSinteractions are recorded and stored according to previously-describedCINOS conventions, most recent information about clients such as mostrecent purchases and the like are available to CINOS maintained IVRsystems. Therefore, pre-scripted IVR options specific to certainproducts or services may be called up from a stored collection of suchscripts based on client ID and referenced information. In this way, aparticular client's offered IVR options may automatically changeaccording to his or her most recent activity and transactions with theenterprise.

An E-mail module 433 is provided and adapted to enable a link to anautomated e-mail system wherein pre-scripted e-mails may be pushed tothe client that contain instructions or other resolute materialassociated with a purchased product or service. Pre-scripted E-mails maybe chosen from a pool similar to IVR scripts described above. Forexample, by clicking on module 433, a CINOS automated E-mail systemreferences client information and sends the appropriate message ormessages related to latest activity. If for example, a client hasrecently subscribed to a cable service, the E-mail may contain cableset-up and tuning instructions as well as a channel guide and optionalchannel packages.

A Fax module 435 is provided and adapted to enable a link to anautomated FAX service. The parameters associated with scripted messagesand referenced client information are the same for FAX module 435 aswith IVR modules 427 and 429 and E-mail module 433. That is, thepre-scripted messages chosen are based on CINOS customer ID and mostrecent activity-information about the client. Virtually anyCINOS-supported media may he used to deliver pre-scripted options andmessages to a client, customer, or business associate.

A product presentation interactive (PPI) module 437 is provided andadapted to enable a client or customer to view specific interactivepresentations regarding products or services. Such PPI's include but arenot limited to video presentations, surround video interactives, graphicslide shows, video/audio presentations, etc. For example, by clicking onPPI module 437, a surround video illustrating the inside components andconnections of a client's purchased computer may be presented. Bydirecting a cursor with a pointer device a client may cause the displayto move to a desired area and allow for zooming in on the selected area.There are many possibilities.

A WEB-link module 439 is provided and adapted to enable linking tooffered WEB pages containing information relevant to a clients recentpurchase or obtained service. All types of known media presentationforms are possible such as FAQ sheets, Instruction guides, specificinteractive chats, and so on. Providing client linking to additionalinformation pages is common practice in the art of on-line business.

In a preferred embodiment, all offered help through linking to WEB pagesis controlled by a CINOS-enhanced enterprise including maintenance ofadditional WEB pages. However, in some embodiments resident informationfound anywhere on the WWW may be linked to Wizard 423 if deemedappropriate by the enterprise. Such a case may be that a product orservice is offered by the enterprise, with service being theresponsibility of a third party.

An order module 441 is provided and adapted to enable a client to orderproducts related to a recent purchase or ordered service. Interactionwith module 441 may initiate orders for spare parts or accessoriesassociated with a main purchase made by a client. In some embodiments,module 441 may allow ordering using a media chosen by a client such ase-mail or FAX. In a preferred embodiment, module 441 is dedicated toaiding a client by presenting pre-designed order forms related to aclient's most recent main purchase or obtained service such as forreplacement parts, optional accessories, changes in a service order, orthe like.

When a client or customer places a new main order for a primary productOr service, he will likely use a separate order wizard such as oneillustrated in section 139 of customer-access window 133 of FIG. 5. WhenCINOS detects the new order, module 441 may be automatically updated toreflect new order options for parts or accessories related to the new ormost recent purchase.

In some embodiments, new pre-scripted options and messages, includinginteractive order forms and the like are simply added to wizard 423instead of replacing older data. In this way, a client may utilizewizard 423 to obtain self-help data regarding more than one recentlypurchased product. A time constraint may also be applied to wizard 423such that old data associated with a product or service may beautomatically disassociated from wizard 423. In this way, wizard 423 iskept current with a client's needs. If a client or customer requireshelp with long-owned product or service then he or she may request thatwizard 423 be up-dated with the appropriate options and pre-scriptedmessages.

A desktop interface module 443 is provided and adapted to act as aninterface to a client or customer's WEB browser. A CINOS clientapplication may be provided and adapted to include API's to specificclient communication and viewer applications installed on his or hercomputer station to allow client participation with offered mediapresentations or interactives. In this way, offered media types may beviewed by a client even if the client does not have a particular mainprogram application installed. Specialized media viewers, Word-documentformat converters, text viewers, and similar conventions may be part ofthe client browser plug-in.

A media support module 445 is provided and adapted to contain requiredmedia drivers for executing different types of media presentationsoffered. For example, if wizard 423 is updated to include a new type ofmedia, an appropriate driver would be installed in module 445. Module445 contains an appropriate driver for each type of offered media asrequired. In one embodiment, such drivers may also be downloaded to aclient's browser through desktop interface module 443. There are manyvariable options.

A data access module is provided and adapted to enable wizard 447 toaccess updated information from any supported hard data repository. AnIOM interface enables similar access to abstract metadata such that mostinformation may be obtained without actually accessing a repository. Asystem report module 451 is provided and adapted to interface with areporting system such that and use of wizard 423 may be statisticallycalculated and reported to wizard authors or other enterprise entities.Such reporting may help to more effectively design various self-helpscripts and presentations. In one embodiment, a ratio of the number ofclients successfully using wizard 423 to the number that accessed thewizard, but ultimately required live assistance could be reported. Suchreporting helps to improve the overall process.

It will be apparent to one with skill in the art that there maybe moreor fewer modules accessible through wizard 423 than are shown herewithout departing from the spirit and scope of the present invention.The above example is intended solely as one example of a functionalself-help wizard that may be tailored to aiding clients with specificproducts or services. A self-help wizard such as wizard 423 may beprovided as part of a customer interface such as window 133 of FIG. 5,an on-line catalog, or as part of an on-line after-purchase program ortutorial. In one embodiment, the functional options of wizard 423 may beprovided as a CTI application and presented through a COST customerinterface such as an IVR access point maintained by a CINOS enhancedenterprise.

It will be apparent to one with skill in the art that CINOS may beimplemented in a single communication center, or in a plurality ofcommunication centers linked via WAN without departing from the spiritand scope of the present invention.

It will also be apparent to one with skill in the art that rules may becreated which govern access to CINOS without departing from the spiritand scope of the present invention. For example, customers may berequired to subscribe to CINOS, and may also be provided with a customerapplication enabling such access. In another embodiment, access may begiven to the general public according to established security rulesgoverning commerce, financial transactions, and other processes.

There are many existing and future implementation opportunities for aninteraction operating system such as CINOS many of which have alreadybeen stated. The spirit and scope of the present invention is limitedonly by the claim that follow.

What is claimed is:
 1. A method for managing multimedia transactions ina communication center, comprising; (a) receiving at the communicationcenter a multi-media transaction comprising voice data included in anyone of video mail, IP calls, COST voice calls, and voice mails at thecommunication center; (b) preparing a text version of at least a portionof the voice data of the multi-media transaction; (c) extractingknowledge from the text version of step (b); and (d) routing at least anotification of the received multi-media transaction along with the textversion to one or both of the transaction partners based on theextracted knowledge.
 2. The method of claim 1 further comprising: (e)storing the multi-media transaction; and (f) allowing access tomulti-media transaction partners to retrieve and play the storedmulti-media transaction associated with the routed notification.
 3. Themethod of claim 2, wherein step (e) is performed prior to step (d). 4.The method of claim 1, wherein in step (b) the original transaction isstored in the media type as received and the text version prepared isrelated to the original stored transaction via one or more serialstrings according to relational criteria.
 5. The method of claim 1,wherein the text version of the transaction is both machine-readable andhuman readable at times displayed.